Customer Success Manager

1 week ago

Melbourne, Victoria, Australia Zycus Full time

Global Delivery
Melbourne

We are looking for Management Graduates in Supply Chain Management or Operations Management to join us a

Customer Success Manager and provide Premium Support to our premium customers. You will in this role be part of a Global Team and work with our global customers in implementing our AI driven procurement solution. Our

Customer Success Manager play a very critical role in solving business problems for our Customers. They possess a deep understanding of our product and supply chain and use this knowledge to evaluate and suggest innovative

solutions and workarounds for our customers and cross sell and upsell our solutions while being the focal point of contact for our customer.

The responsibilities will involve the following:

- Provide support delivery management of premier issues and services designed to improve customer operational health in assigned accounts.
- Manage multiple customers(10-12) that have subscribed one or all Zycus's products and collaborate with CAM (Customer Account Manager)
- Maintain support delivery plans that sales can use in future for renewals.
- Manage the delivery and follow ups of proactive support designed to reduce costs and reactive support cases.
- Evaluate, estimate (time / cost / quality) & execute change requests.
- 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).
- Define and track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability
- Create ROI and Value proposition to the customer for continued renewal of contracts and business growth. Work with Customer Success team in drafting Contracts / amendments for renewals.
- Create environment for knowledge sharing within team to boost technical / project management knowledge
- Making customers reference-able for Prospects Customer reference
- Work with Engineering and Product Management teams to resolve customers issues
- Work with technical support teams to ensure effective and expedited resolutions for the customers

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