Senior Customer Success Manager

Role Overview: As a Senior Customer Success Manager at Zycus, you will work as part of the Technical Account Management Team to deliver analytical, solution-oriented services to Fortune 500 clients. Your main responsibilities include managing customer relationships, designing and implementing Customer Success Strategies, fostering a culture of Customer Success, and improving customer experience through continuous value engineering and operational delight. Key Responsibilities: - Manage customer relationships with global Enterprise customers to ensure customer retention and satisfaction - Design and implement Customer Success Strategies to build a strong and loyal customer base - Identify opportunities for continuous improvement and foster a culture of Customer Success within the company - Act as a trusted advisor to customers, aligning their vision and key KPIs with Zycus" Continuous Value Delivery Framework - Generate leads and opportunities for cross-selling to the Customer Account Management Team - Own Zycus" Renewal process and ensure targets are exceeded through Continuous Adoption and Value Tracking - Lead large teams and refactoring business processes for higher efficiency and customer delight - Manage proactive and reactive support cases to reduce costs and improve customer satisfaction - Define processes for delivering solutions effectively with high quality and on-time delivery - Ensure high customer satisfaction on all projects and work towards achieving a Perfect 10 rating - Handle global customers, mainly in the US region, and create an environment for knowledge sharing within the team Qualifications Required: - Bachelor's degree in IT, Engineering, Business Systems, or related field - Certification in S2P/P2P solutions such as Zycus, Coupa, Ariba, etc. preferred - 4-7 years of experience in Account Management, Operations Management, and Customer Success/Support in technology/software companies - Experience in leading Customer Success, Delivery, and Support functions in a leadership capacity - Background in SaaS is preferable, along with experience in Supply Chain & Procurement software domain - Strategic vision and leadership skills - Ability to work with global customers and willingness to work shifts as per the assigned global region Additional Company Details: Zycus provides an opportunity to work with global Fortune 500 clients in a high-impact, premium support capacity. We offer a collaborative and innovative work culture where customer satisfaction is our top priority. You will have professional growth opportunities with exposure to cutting-edge SaaS procurement technology, along with competitive compensation and benefits.,