Job Summary

Zycus is looking for Senior Technical Account Manager with at least 04 to 07 years of experience in a Customer Success or Technical Account Management role. In this role you will provide post implementation support, operation management, ROI, NPS, showcasing product capabilities to existing customers managing overall pulse of the Account portfolio aligned as part of the Global Delivery. Providing solutions for Customers during operations, manage own escalations. Support Pre-Sales activities, which includes responding to RFPs attending and presenting demos with the help of the Solution Consultants. We prefer candidate with experience with Source-to-Pay (S2P) or Procure-to-Pay (P2P) solutions like SAP Ariba, Coupa, Ivalua, Basware, Jaggaer, or similar platforms.

Responsibilities

- You will be responsible for customer relationship with our global Enterprise customers and customer retention along with other areas which fall under the global customer success portfolio.
- Design and build Customer Success Strategy to create a strong and loyal customer base and ensuring companys growth
- Identify opportunities for continuous improvement
- Help foster company-wide culture of Customer Success
- Be passionate about Customer success through Continuous Value Engineering and Operational Delight
- Be a trusted advisor to customer and build relationships with Customers C-Level for aligning Customers vision and key KPIs with Zycus Continuous Value Delivery Framework
- Improve customer experience, develop strategies to address issues improve CX/ NPS




- Own Zycus Renewal and be responsible to exceed targets through Continuous Adoption and Value Tracking for customer
- Create ROI and Value proposition to customer for continued renewal of contracts and business growth. Work with Customer Account Management team in drafting Contracts / amendments for renewals.
- Responsible for continuous improvement in Operational Excellence for Value Consulting, Issue Management and Support.
- Should have experience of leading large teams/ direct reportees with handsome experience in refactoring business processes for higher efficiency and customer delight.
- Manage the delivery and follow-ups of proactive support designed to reduce costs and reactive support cases.
- 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) with a focus on moving towards Perfect 10
- Has extensive experience in handling global Customer majorly US, EMEA, APAC ANZ. (Role is for US Region/ Accounts)
- Create / enable creation of project planning document and sign-off in the Operational phase.
- Create workplace for knowledge sharing within team to boost technical / operational knowledge.
- Own customer reference ability target for greater than 80%

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📌 Technical Account Manager (Mumbai)
🏢 Zycus Infotech
📍 Mumbai