Zycus is looking for Senior Manager, Technical Account Management with at least 10 to 15 years of experience in a Customer Support or Technical Account Management role. Our Program Manager – Support and Technical Account Management reports to the Director – Support and Technical Account Management. This role is a leader in the broader Customer Success and Technical Account Management team overseeing a team of Technical Account Managers in driving customer satisfaction, providing world class customer support and supporting customer retention. This individual will collaborate both internally and with customers to drive the successful adoption and utilization of our platform.

Senior Manager, Technical Account Management will work as part of Technical Account Management Team to deliver analytical, solution-oriented services to Fortune 500 clients.

Based upon experience, specific responsibilities may include:

Role and Responsibilities:

Lead a team supporting customers who are live on the Zycus platform, driving high customer satisfaction (9+) and NPS (Promoter)
Manage, own and resolve customer escalations in a timely manner and in support of a positive customer experience
Ensure your assigned team is effectively and consistently completing regular business reviews (weekly or bi-weekly) across the portfolio to ensure effective use and adoption of the Zycus platform
Manage the identification, scoping and delivery of small change requests to meet customer needs and enhance overall solution
Lead Technical Account Management collaboration with Customer Success Managers to manage the overall health of the Account portfolio aligned as part of the US Region
Leverage customer interactions to identify cross-sell and up-sell opportunities and showcase product capabilities to existing customers
Leverage knowledge of the solution and S2P process to answer customer questions and inquiries
Collaborate within the Customer Success and Technical Account Management organization on organizational improvement opportunities impacting customer satisfaction and adoption
Improve customer experience to drive high level of referenceable customers

Competencies:

Strong leadership skills managing operational support (run mode) teams
Ability to manage complex and urgent customer escalations via a consistent process
Strong communication skills and understanding of US Enterprise customer behaviors and norms
Customer first mindset with passion to close customer issues and deliver strong customer satisfaction scores
Ability to leverage data to identify issue patterns and recommend organizational improvement opportunities to reduce customer issues and cases
Ability to define and manage delivery processes for incremental change requests with high quality and on-time delivery.
Ability to be both a leader and hands on driver when needed
Passion for driving an environment of knowledge sharing within the team to boost technical / operational knowledge.

External Skills And Expertise

Education: BE/MBA in Operation and Supply Chain

10-15 years experience in Technical Account Management, Operations Management, and Customer Success/ Support at B2B software companies.
3-7 years driving operational support teams and processes for Enterprise and Mid-Marker SaaS products
3-7 years experience leading teams of 5+ resources supporting B2B software
Prior experience in dynamic software company environment a plus
Experience of working in Supply Chain & Procurement software domain a plus

Five Reasons Why You Should Join Zycus

1. Industry Recognized Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites. Zycus is also recognized as a Customer First Organization by Gartner. Zycus's Procure to Pay Suite Scores 4.5 out of 5 ratings in Gartner Peer Insights for Procure-to-Pay Suites.

2. Pioneer in Cognitive Procurement: Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises

3. Fast Growing: Growing Region at the rate of 30% Y-o-Y

4. Global Enterprise Customers: Work with Large Enterprise Customers globally to drive Complex Global Implementation on the value framework of Zycus

5. AI Product Suite: Steer next gen cognitive product suite offering

About Us

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurementjourney with us, as you are #MeantforMore

Senior Technical Account Manager