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.