Zycus is looking for Program Manager – Support and Technical Account Management with at least 10 to 15 years of experience in a Customer Support or Technical Account Management role. In this role you will lead a team providing solutions for Customers during operations (run phase), manage & own customer escalations and collaborate with Customer Success Managers to manage the overall pulse of the Account portfolio aligned as part of the US Region. As part of operations support, you will identify cross-sell and up-sell opportunities and showcase product capabilities to existing customers.
The Program Manager – Support and Technical Account Management will work as part of Technical Account Management Team to deliver analytical, solution-oriented services to Fortune 500 clients.Based upon experience, specific responsibilities may include:
Role and Responsibilities:
• You will be responsible for establishing a strong operational customer relationship with our global Enterprise customers and customer retention along with other areas which fall under the global customer success portfolio.• Improve customer experience, develop strategies to address issues & improve CX/ Customer Satisfaction and NPS• Responsible for continuous improvement in operational excellence for Customer issue management and support.• Help foster company-wide culture of operational customer satisfaction and Customer Success• Be passionate about Customer success through continuous value realization and operational delight• Be a trusted advisor to customer and build relationships with customer operational leadership• Identify leads and opportunities for cross-sell to Customer Success/Account Management Team• Should have experience leading large teams/ direct reportees with handsome experience in operational support and customer delight.• Manage the delivery and follow-ups of proactive support designed to reduce costs and reactive support cases.• Define processes for delivering change requests/solution effectively with high quality, productivity and early / on-time delivery.• Has extensive experience in handling global Customer majorly US, EMEA, APAC & ANZ. (Role is for US Region/ Accounts)• Create / enable creation of project planning document and sign-off in the operational phase.• Create environment for knowledge sharing within team to boost technical / operational knowledge.• Focus on driving customer reference ability target for greater than 80%