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11/06 Suraj Mulay
HR at zycus.com

Views:1119 Applications:211 Rec. Actions:Recruiter Actions:136

Zycus - Vice President - Customer Success & Operations (15-20 yrs)

Bangalore/Mumbai Job Code: 936270

Description :

- Zycus is looking out for a resource in Customer Success & Operations space with an experience of about 15-20 years.

- 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 handson 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 in 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+%

Required :

- 15-20 years of experience.

- Operation Management & Account Management.

- SaaS background.

- Candidates from Procurement domain will have added advantage.

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

- Excellent in Written & Oral skills.

- Should be proficient in client interactions.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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