Associate Director - Customer Success
Zycus
Bengaluru, Karnataka, India
Job Description Zycus is looking for Associate Director - Customer Success with atleast 12 to 15 years of experine in a Customer Success OR Account Management OR Customer Support from SAAS industry. 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 Associate Director - Customer Success 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 Customer Success, Account 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 spefcifically regions like EMEA, APAC & ANZ. • Should have Strategic Vision and leadership skills. Education & Background Graduation/Post Graduation (Full time) is must.