About Us
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.The Merlin Intake Agent Offers Business Users Unparalleled Ease Of Use, Increasing Adoption Rates And Significantly Reducing Non-compliant Spending. For Procurement Teams, The Merlin Autonomous Negotiation Agent Handles Tail Spend Autonomously, Securing Additional Savings; The Merlin Contract Agent Helps Draft Compliant Contracts And Reduces Risks By Actively Monitoring Them; And The Merlin AP Agent Further Enhances Efficiency By Automating Invoice Processing With Exceptional Speed And Accuracy.We Are An Equal Opportunity EmployerZycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.We are seeking a highly skilled
Senior Technical Account Manager
to join our Premium Support Organisation. As a Senior Technical Account Manager (TAM) within Zycus’ Premium Support organization, you will serve as the designated technical liaison for a portfolio of high-value enterprise customers. This is a white-glove alternative to the standard self-service support model, offering proactive case management, strategic guidance, and personalized engagement. You will drive resolution of support cases by identifying their nature—defect, change request, service request, or enhancement—and ensuring the right internal teams are aligned and accountable.
Key Responsibilities
- Deliver a premium support experience for Gold and Platinum tier customers.
- Own customer onboarding during transition from Standard to Gold or Platinum and from implementation to support.
- Own and-to-end case lifecycle management, ensuring timely and accurate resolution.
- Act as a trusted advisor, aligning Zycus product capabilities with customer business goals.
- Facilitate proactive engagement through weekly, monthly, and quarterly operational reviews, health monitoring, release planning, and adoption reviews.
- Advocate for customer needs across product, engineering, and support teams.
- Proactively manage case and account escalations to closure by understanding the reason for escalation, establishing objective success criteria to exit the escalation, and driving the extended team through closure.
Key KPIs
- Case resolution time (by severity level)
- CSAT and NPS scores for managed accounts
- TAM-led RCA completion rate
- Adoption and value realization metrics
- TAM-facilitated release readiness and hypercare success
- SLA adherence and escalation handling
Core Competencies
- Customer-Centric Mindset: Ability to empathize and build trust with enterprise stakeholders, ability to deliver on promises and courage to break bad news early.
- Technical Acumen: Deep understanding of SaaS architecture, APIs, integrations, and cloud platforms.
- Case Management Expertise: Skilled in triaging, problem solving, and driving resolution across defect, enhancement, and service request types.
- S2P/P2P Domain Knowledge: Familiarity with procurement workflows, supplier management, and transactional processes.
- Communication & Influence: Able to simplify technical concepts and influence cross-functional teams.
- Collaboration: Effective in working across support, product, engineering, and customer success.
Job Requirement
Required
Experience & Qualifications
- 8–12 years in customer-facing technical roles (TAM, Solutions Consultant, Technical Support Lead)
- 5+ years supporting enterprise mission critical SaaS applications
- Experience with ERP systems (SAP, Oracle, Workday) and integrations
- Hands-on with Salesforce Service Cloud, Jira, and support/CRM platforms
- Proven ability to handle critical escalations and high-pressure customer situations.
- Excellent communication skills with the ability to explain technical solutions to both technical and business stakeholders.
- Strong problem-solving skills with a customer-first mindset.
Shift Requirements: This job requires the candidate to work in night shift supporting US Customers.
What We Offer
- Opportunity to work with global Fortune 500 clients in a high-impact, premium support capacity.
- A collaborative and innovative work culture where customer satisfaction is at the heart of what we do.
- Professional growth opportunities with exposure to cutting-edge SaaS procurement technology.
- Competitive compensation and benefits.
About Zycus
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.
