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Senior Manager - Customer Support (US 05850)
US Delivery
Mumbai
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
As the Senior Manager of Customer Support, you will lead and inspire a global team responsible for delivering exceptional support experiences to enterprise customers. You will drive the strategic vision for customer support, ensuring operational excellence, customer satisfaction, and continuous improvement across all support channels. Your leadership will be pivotal in shaping support policies, optimizing processes, and fostering a culture of customer-centricity and innovation.
Objectives
- Define and execute the customer support strategy for Gold, Platinum, and Strategic tier customers.
- Oversee onboarding and transition processes for high-value accounts, ensuring seamless handover from implementation to support.
- Ensure end-to-end accountability for case lifecycle management, with a focus on timely, high-quality resolutions.
- Serve as an executive sponsor and trusted advisor, aligning support operations with customer business objectives.
- Lead proactive engagement initiatives, including operational reviews, health monitoring, release planning, and adoption programs.
- Champion the voice of the customer across product, engineering, and support teams.
- Manage escalations at the executive level, establishing clear success criteria and driving resolution through cross-functional collaboration.
Key KPIs
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS) for managed segments
- Case resolution time and SLA adherence across all severity levels
- Escalation response and closure rates
- Adoption and value realization metrics for strategic accounts
- Non-recurring revenue growth
- Release readiness and hypercare success rates
- Team performance and engagement scores
Core Competencies
- Strategic Leadership: Proven ability to set vision, inspire teams, and drive organizational change in a global support environment.
- Customer-Centric Mindset: Deep empathy for enterprise customers, with a track record of building trust and delivering on commitments.
- Operational Excellence: Expertise in designing and optimizing support processes, metrics, and workflows for scale and efficiency.
- Technical Acumen: Strong understanding of SaaS architecture, APIs, integrations, and cloud platforms; ability to translate technical concepts for executive audiences.
- Cross-Functional Influence: Skilled at collaborating with product, engineering, and customer success teams to drive outcomes.
- Communication: Exceptional written and verbal communication skills, with the ability to simplify complexity and influence at all levels.
Job Requirement
Experience & Qualifications
Required
- 10-12 years in customer support or technical account management roles, with at least 5 years in a leadership capacity
- Experience managing large, distributed teams supporting enterprise SaaS applications
- Strong stakeholder management with exposure to a CXO level audience
- Proven success in driving customer satisfaction and operational improvements at scale
- Hands-on experience with support/CRM platforms (e.g., Salesforce Service Cloud, Jira)
- Familiarity with ERP systems (SAP, Oracle, Workday) and integrations
Ideal
- Prior experience supporting Fortune 100 customers or equivalent
- Background in S2P/P2P domains or similar enterprise platforms
- Exposure to AI-driven support tools
- Experience in leading digital transformation projects involving AI in the post sales environment
- Experience in technical project management and release/change management
Nice-to-Have
- Certifications: ITIL, Cloud (AWS/Azure/GCP), PMP
- Experience implementing generative or agentic AI solutions in customer support
- Experience moderating customer collaboration tools (Slack/Teams)
- Track record of influencing product roadmaps and support strategies
What We Offer
- A strategic, high-impact leadership role in a global support organization
- Direct engagement with top-tier enterprise customers and executive stakeholders
- Opportunity to shape the future of customer support and influence company direction
- A performance-oriented, growth-focused culture