Job Description
Job Description
Zycus is looking for Program Manager - Customer Success & Operations with atleast 12 to 15 years of experine in a Customer Success OR Account Management . In this role you will be Identify, nurture the cross-sell and up-sell opportunities, demo, renewals, ROI and product capabilities to existing customers. Prodiving solution for customers during operations .Support pre-sales activities, which includes: responding to RFPs attending and presenting demos.
The Program Manager - Customer Success & Operations will work as part of a project 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
. 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 with handson 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 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 / operational knowledge.
. Own customer reference ability target for greater than 80%
Job Requirement
. 12-15 years' experience in Account Management, Operations management, and Customer support at technology companies.
. Experience in leading Customer Success, Delivery, and Support function in a leadership capacity required.
. Preferable from SaaS background.
. Prior experience of working in an eProcurement software domain will be an added advantage.
. Should have experience of working with Global Customers.
. Should have Strategic Vision and leadership skills.
Education & Background
Graduation/Post Graduation (Full time) from Tier 1 Institute/B-School is must.
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.
Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite.
Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.
Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.
Start your #CognitiveProcurement journey with us, as you are #MeantforMore
Zycus is looking for Program Manager - Customer Success & Operations with atleast 12 to 15 years of experine in a Customer Success OR Account Management . In this role you will be Identify, nurture the cross-sell and up-sell opportunities, demo, renewals, ROI and product capabilities to existing customers. Prodiving solution for customers during operations .Support pre-sales activities, which includes: responding to RFPs attending and presenting demos.
The Program Manager - Customer Success & Operations will work as part of a project 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
. 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 with handson 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 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 / operational knowledge.
. Own customer reference ability target for greater than 80%
Job Requirement
. 12-15 years' experience in Account Management, Operations management, and Customer support at technology companies.
. Experience in leading Customer Success, Delivery, and Support function in a leadership capacity required.
. Preferable from SaaS background.
. Prior experience of working in an eProcurement software domain will be an added advantage.
. Should have experience of working with Global Customers.
. Should have Strategic Vision and leadership skills.
Education & Background
Graduation/Post Graduation (Full time) from Tier 1 Institute/B-School is must.
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.
Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite.
Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.
Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.
Start your #CognitiveProcurement journey with us, as you are #MeantforMore
💡 Quick Summary
Seeking a career-building opportunity? The Program Manager | Customer Success position is now open for candidates interested in the MIS Executive sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.