Zycus - Manager - Customer Success & Technical Support

Description :

- The incumbent will report into the Program Manager/Director

- Provide support to delivery management of premier issues and services designed to improve customer operational health in assigned accounts.

- Advisor to CSM (Customer Success Manager).

- Having ERP and Procurement domain knowledge/experience.

- Involving in Incident and Problem life cycle management.

- Maintain support delivery plans that sales can use in future for renewals.

- Manage the delivery and follow ups of proactive support designed to reduce costs and reactive support cases.

- Manage projects for a particular solution from Zycus.

- Track and deliver multiple projects at a time. Evaluate (time / cost / quality) and approve & execute change requests.

- Define processes for delivering solution effectively with high quality, productivity and early / on-time delivery.

- Get high customer satisfaction on all projects (min 8 on a scale of 10).

- Define and track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability.

- Create ROI and Value proposition to customer for continued renewal of contracts and business growth. Work with Customer Success team in drafting Contracts / amendments for renewals.

- Has an extensive experience in handling global customer majorly US, EMEA, APAC & ANZ.

- Create / enable creation of project planning document and sign-off in the Operational phase.

- Create environment for knowledge sharing within team to boost technical / project management knowledge.

- Making customers reference-able for Prospects Customer reference.

- Good to have project Implementation knowledge.

Note: Open to work in any one of customer aligned time zones ANZ (6AM - 3PM), EMEA (11AM -8PM or 1PM -10PM), APAC (8AM-5PM)

Requirements :

- 8 - 12 years experience

- Operation Management & Account Management.

- Expertise ITIL or Six-Sigma or similar certification.

- Excellent in Written & Oral skills.

- Should be proficient in client interactions.

Benefits :

- Five Reasons Why You Should Join Zycus

- Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.

- A Market Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement
Software Suites.

- Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization

- Get a Global Exposure: You get to work and deal with our global customers.

- Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

About Us :

Zycus is a leading global provider of A.I. powered Source-to-Pay suite for procurement, finance, and AP organizations. Our comprehensive product portfolio includes eProcurement, eInvoicing, Spend Analysis, eSourcing, Contract Management, Supplier Management, Financial Savings Management, Project Management, Request Management, Supplier Network, Insight Studio, and Merlin A.I. Suite with intelligent BOTs. Our spirit of innovation and passion to help organizations create greater business impact is reflected among the hundreds of procurement solution deployments that we have undertaken over the years.

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