We are seeking an experienced and customer-centric Director – Technical Account Management(TAM)to lead a high-performing team responsible for the post-implementation success of Zycus strategic enterprise customers across the EMEA and APAC regions.
This leader will own the technical relationship with executive customer stakeholders, drive platform adoption, accelerate business outcomes, improve customer health, and ensure long-term customer success. The ideal candidate combines deep SaaS expertise, technical leadership, AI fluency, and strong commercial acumen to build trusted partnerships with global enterprise customers.
This role requires a strategic leader who can bridge technology, customer success, product innovation, and business value while driving operational excellence across geographically distributed teams.
Key Responsibilities :
Technical Account Management
- Lead complex customer engagements throughout the customer lifecycle.
- Provide strategic technical guidance on platform architecture, integrations, security, scalability, and best practices.
- Partner closely with Product Management, Engineering, Customer Success, Support, and Professional Services to resolve complex customer challenges.
- Guide customers through new product releases, platform enhancements, AI capabilities, and digital transformation initiatives.
Customer Success & Strategic Account Leadership
- Own the technical success strategy for a portfolio of strategic enterprise customers across EMEA and APAC.
- Build trusted relationships with CIOs, CDOs, Procurement Leaders, IT Executives, Digital Transformation leaders, and executive sponsors.
- Drive customer adoption, platform utilization, business value realization, and long-term customer satisfaction.
- Conduct Executive Business Reviews (EBRs/QBRs) with senior customer leadership.
- Proactively identify technical risks and develop mitigation strategies to ensure customer success.
AI-First Customer Advisory
- Champion AI adoption across customer organizations by helping customers maximize value from Zycus AI-powered capabilities.
- Act as a trusted advisor on Generative AI, Agentic AI, automation, analytics, and intelligent procurement workflows.
- Collaborate with Product teams to translate customer feedback into future product innovations.
- Promote AI-driven best practices that improve customer productivity and business outcomes.
Leadership & People Management
- Build, mentor, and scale a global Technical Account Management organization.
- Establish performance metrics, customer health frameworks, and operational governance.
- Foster a culture of customer obsession, technical excellence, innovation, accountability, and continuous learning.
- Coach managers and senior TAMs to become strategic advisors to enterprise customers.
Operational Excellence
- Define customer health KPIs, adoption metrics, renewal readiness, and value realization frameworks.
- Drive cross-functional collaboration across Customer Success, Support, Product, Engineering, Sales, and Professional Services.
- Improve operational processes that enhance customer experience and scalability.
- Leverage customer analytics and AI-driven insights to proactively improve customer outcomes.
.Required Qualification
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline. Master's degree is preferred.
- 10–15 years of overall experience in Enterprise SaaS, Cloud Technology, Technical Account Management, Customer Success, Solution Consulting, Professional Services, or Technical Consulting.
- At least 5 years of experience leading Technical Account Managers, Customer Success Managers, or post-sales technical teams.
- Proven experience managing strategic enterprise customers across EMEA and/or APAC regions.
- Strong understanding of Enterprise SaaS architecture, cloud technologies, APIs, integrations, identity management, security, and enterprise application ecosystems.
- Demonstrated success in driving customer adoption, value realization, executive stakeholder engagement, customer health, renewals, and account growth.
- Strong executive communication and stakeholder management skills with experience engaging CIOs, CDOs, Procurement Leaders, and senior business executives.
- Experience collaborating with Product Management, Engineering, Support, Sales, and Professional Services to deliver exceptional customer outcomes.
- Experience managing geographically distributed global teams in a fast-paced SaaS environment.
Preferred Experience
- Experience in AI-powered SaaS products or cloud platforms with a strong AI-first mindset.
- Working knowledge of Generative AI, Agentic AI, AI copilots, automation, and analytics, with the ability to help customers realize business value from AI capabilities.
- Experience in Procurement, Source-to-Pay (S2P), Procure-to-Pay (P2P), ERP, Supply Chain, Finance Transformation, or enterprise business applications is highly desirable.
- Exposure to enterprise platforms such as SAP, Oracle, Salesforce, Microsoft Dynamics, ServiceNow, Workday, Coupa, Ivalua, Ariba, Jaggaer, or similar enterprise SaaS platforms.
- Experience owning customer success metrics such as product adoption, customer health, retention, renewals, expansion, NPS, and executive business reviews (QBRs/EBRs).
AI-First Expectations
We are looking for leaders who embrace AI as a strategic differentiator.
The ideal candidate should demonstrate:
- Strong understanding of Generative AI and Agentic AI concepts.
- Experience leveraging AI tools to improve customer engagement, operational efficiency, and team productivity.
- Ability to identify AI-led customer transformation opportunities.
- Curiosity to continuously adopt emerging AI technologies and drive AI-first ways of working.
- Experience working with AI-enabled SaaS products is highly desirable.
Leadership Competencies
- Customer-first mindset
- Strategic thinking and business acumen
- Executive presence
- Technical credibility
- Data-driven decision making
- AI-first mindset
- Cross-functional collaboration
- People leadership and coaching
- Global stakeholder management
- Problem-solving and innovation
- Ownership and accountability
Why Join Zycus
- Be part of one of the world's leading AI-powered procurement technology companies.
- Shape the future of AI-driven customer success for global enterprise customers.
- Lead high-impact strategic initiatives across EMEA and APAC.
- Work with cutting-edge AI technologies, enterprise SaaS products, and world-class global teams.
- Build and scale a next-generation Technical Account Management organization focused on customer value, innovation, and business outcomes.
