Zycus is looking for Senior Customer Success Manager with at least 04 to 07 years of experience in a Customer Success or Account Management role. In this role you will Identify, nurture the cross-sell and up-sell opportunities, manage renewals, 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.
The Senior Customer Success Manager will work as part of Technical Account Management Team to deliver analytical, solution-oriented services to Fortune 500 clients.
Based upon experience, specific responsibilities may include:
Role and 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 company's 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 Customer's C-Level for aligning Customer's vision and key KPIs with Zycus' Continuous Value Delivery Framework Improve customer experience, develop strategies to address issues & improve CX/ NPS Generate leads and opportunities for cross-sell to Customer Account Management Team 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 environment for knowledge sharing within team to boost technical / operational knowledge. Own customer reference ability target for greater than 80%