Product Success Manager

4 weeks ago

Bengaluru, Karnataka, India Zycus Full time

Job Description:

Zycus is seeking a dynamic and customer-focused Product Success Manager to join our Customer Success team. The Product Consultant will play a key role in driving customer adoption, satisfaction, support, and retention by providing expert guidance on our procurement software solutions.

Key Responsibilities:

  • Serve as the primary point of contact for customers, offering personalized support and guidance throughout their journey for Zycus Products.
  • Work on all aspects of maintenance of an already implemented Customer including business process mapping, requirements gathering, process configuration, documenting process flows, user interface configuration, user/supplier setup, and testing support.
  • Demonstrate the features and capabilities of our software solutions, highlighting how they can address customer challenges and drive value.
  • Conduct in-depth discovery sessions with clients to understand their procurement processes, pain points, and objectives.
  • Work closely with cross-functional teams, including Sales, Product Development, and Implementation, to ensure seamless customer onboarding and implementation processes.
  • Work with Customers and internal stakeholders while participating and facilitating testing, including User Acceptance Testing as part of Change Management activities & Product Upgrade/New Releases.
  • Collaborate with Customers to develop and deliver customized training sessions and workshops tailored to their specific needs and objectives.
  • Provide ongoing support and assistance to customers, troubleshooting technical issues, resolving product-related inquiries, and addressing feedback.
  • 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.

Requirements:

  • Proven experience in a customer-facing role, preferably within the procurement domain.
  • Strong 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.

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