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Technical Account Manager (US 05563)

US Delivery
Mumbai, Pune
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 Employer:
Zycus 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.
Job Description
Zycus is seeking a dynamic and customer-focused Technical Account Manager to join our Customer Success and Technical Account Management team. The Technical Account Manager will play a key role in driving customer adoption, satisfaction, support and retention by providing expert support and guidance on our procurement software solutions. This individual will collaborate closely with customers to understand their operational support needs and business processes and facilitate the successful utilization of our platform.

Role and Responsibilities 

  • Serve as the primary operational point of contact for customers, offering support and guidance throughout their journey for Zycus products
  • Provide ongoing support and assistance to customers, troubleshooting technical issues, resolving   product-related inquiries, and addressing feedback.
  • Demonstrate the features and  capabilities of our software solutions, highlighting how they can address  customer challenges and drive increased value and adoption.
  • Work closely with cross-functional teams, including Product Development, Implementation and Customer Success to ensure seamless customer adoption and implementation (change request) processes.
  • Collaborate with customers to deliver enablement on product upgrades/new releases and training sessions in support of their needs and objectives.
  • Proactively identify opportunities to enhance customer satisfaction and drive product adoption offering strategic recommendations for process improvements and feature enhancements.
  • Provide strong technical understanding of Zycus product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customer’s business needs.
  • Monitor customer usage and engagement metrics, leveraging data insights to identify trends, opportunities, and potential areas for improvement.
Job Requirement
  • B.E Graduate/ Masters in Supply  Chain or Operations
  • Proven experience in an operational support (run mode) role with ability to manage customer escalations, drive consistent processes to close customer issues and deliver strong customer satisfaction scores
  • Proven experience in a customer-facing role, preferably within the procurement domain.
  • Solid understanding of procurement  processes and practices, with the ability to articulate how our software solutions can address customer needs and deliver value.
  • Excellent communication and presentation skills, with the ability to effectively convey complex  concepts to diverse audiences.
  • Understanding of Incident Management Tool & aware of basic ITIL concepts
  • Demonstrated ability to build  strong, trust-based relationships with customers and internal  stakeholders.
  • Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems.
  • Highly organized and  detail-oriented, with the ability to manage multiple priorities and deliver exceptional results in a fast-paced environment.
  • Analytical mindset, with the ability to leverage data insights to drive informed decisions and optimize customer experiences.
  • Experience with procurement-based SaaS platforms or similar software solutions is 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 #CognitiveProcurement journey with us, as you are #MeantforMore