Zycus - Vice President - Customer Success (19-25 yrs)
Zycus is hiring a Vice President - Customer Success with experience in maintaining and growing existing business through excellent customer experience, value creation and building long-lasting customer relationships. Grab this opportunity to be a part senior leadership team in our Delivery Function and a key contributor to achieving the company's near-term and long-term objectives by providing technology consulting and delivering value to our customers.
Prior experience of working with "Procure to Pay" (P2P) or "Source to Pay" (S2P) products like SAP Ariba, Coupa, Ivalua, JAGGAER or any other similar one would be an added advantage.
In this role, you lead the customer success and operations team for our customers in NA and will be responsible to not just run the customer success operation for today but also make sure that it is ready for tomorrow's challenges. You will be expected to identify and implement changes required for the same and will be the change catalyst to drive these changes
Role and Responsibilities:
- Maintaining the relationship with our global Enterprise customers and ensure customer retention, customer adoption targets are met to improve the stickiness of our customers.
- Drive value engineering for our customers
- Generate leads and opportunities for cross-sell and drive renewals conversation and work with the Sales team
- Be a trusted advisor to customers and build relationships with Customer's C-Level for aligning Customer's vision and key KPIs with Zycus' Continuous Value Delivery Framework
- Design and build Customer Success Strategy to create a strong and loyal customer base and ensure company's growth
- Create ROI and Value proposition to customers for continued renewal of contracts and business growth.
- Identify opportunities for continuous improvement
- Improve customer experience, develop strategies to address issues & improve CX
- You will be responsible for continuous improvement in Operational Excellence for Value Consulting, Issue Management, and Support
- In this role, you will be leading our Customer Success Managers and the Customer Support teams and own customer reference ability target
- You will work with the Engineering and release team on product release roadmap and provide feedback to Product Management Teams
- 20-25 years experience in Customer Success, Account Management, Operations management, and Customer support at technology companies. Preferable from B2B SaaS companies.
- Education Qualification - Bachelors in Engineering
- Should have experience in Leading Customer Success, Delivery, and Support function in a leadership capacity required
- Should have experience of working with Global Customers
- Ability to lead Zycus's Incident Management and Problem Management forums across Delivery, Engineering and Product Management
- Should have Strategic Vision and leadership skills
- Strong Negotiation Skills and should have handled complex software and large deal size
- Should have empathy and the ability to pacify irate customers and be a customer advocate
- Should have experience of leading large teams with handson experience in refactoring business processes for higher efficiency and customer delight.
- Has extensive experience in handling global customers in NA.
- Prior experience of working in an eProcurement software domain will be an added advantage
Five Reasons Why You Should Join Zycus
Industry Recognized Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites. Zycus is also recognized as a Customer First Organization by Gartner. Zycus's Procure to Pay Suite Scores 4.5 out of 5 ratings in Gartner Peer Insights for Procure-to-Pay Suites.
Pioneer in Cognitive Procurement: Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises
Fast Growing: Growing Region at the rate of 30% Y-o-Y
Global Enterprise Customers: Work with Large Enterprise Customers globally to drive Complex Global Implementation on the value framework of Zycus
AI Product Suite: Steer next gen cognitive product suite offering
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
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