Zycus - Director - Customer Success & Operations - EMEA-APAC Region

Role : Director - Customer Success & Operations

Experience : Around 12-16 Years

Description :

Zycus is looking out for an Director - Customer Success & Operations with an experience of about 12-16 years, and a hands-on experience in Account Management for the EMEA-APAC region.

- Be passionate about Customer success through Continuous Value Engineering and Operational Delight

- Be a trust advisory to customer and build relationships with Customer's C-Level for aligning Customer's vision and key KPIs with Zycus' Continuous Value Delivery Framework

- 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 hands-on experience in refactoring business processes for higher efficiency and customer delight.

- Ability to lead Zycus' Incident Management and Problem Management forums across Delivery, Engineering and Product Management with a focus on Pattern Aggregation and systemic fixes.

- 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 referenceability target for greater than 80+%

Requirements

- 12-16 years experience.

- Operation Management & Account Management.

- Preferable from SaaS background. Candidates from Procurement domain will have added advantage.

- Expertise in ITIL or Six-Sigma or similar certification.

- Should be proficient in client interactions.