Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation.

At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights.

Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value.

With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.

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.

Zycus is looking for a highly customer-focused and technically proficient Senior Technical Account Manager with 7+ years of experience in Customer Success, Technical Account Management, SaaS Delivery, Enterprise Integrations, and AI-driven platform optimization.

In this role, you will own strategic relationships with global enterprise customers, drive customer adoption and operational excellence, manage escalations, deliver measurable business value, and ensure continuous customer success across the post-implementation lifecycle.

The ideal candidate should possess strong expertise in enterprise SaaS platforms, API integrations, AI-powered automation, identity and access management integrations (SAML/OAuth/SCIM), customer engagement strategies, and cross-functional stakeholder collaboration. Experience working with Fortune 500 customers across US, EMEA, APAC, and ANZ regions is highly preferred.

You will work closely with Customer Success, Product, Engineering, Support, and Sales teams to deliver exceptional customer experiences, improve retention, maximize ROI, and strengthen long-term customer relationships.

Key Responsibilities

• Serve as the primary technical and strategic advisor for global enterprise customers throughout the customer lifecycle.

• Build strong executive-level relationships and align customer business objectives with Zycus’ Continuous Value Delivery framework.

• Drive customer retention, adoption, operational success, and platform optimization through proactive engagement strategies.

• Lead post-implementation support, operational reviews, and customer success initiatives to improve CSAT, NPS, and overall customer experience.

• Manage and resolve complex customer escalations by collaborating with cross-functional Product, Engineering, and Support teams.

• Consult enterprise customers on API integrations, workflow automation, SaaS optimization, and AI-driven business solutions.

• Design and implement integration strategies involving CRM, HRMS, collaboration, and enterprise identity management platforms.

• Work on SAML, OAuth, SCIM, SSO, and enterprise authentication integrations with identity providers such as Azure AD, Okta, OneLogin, ADFS, and similar platforms.

• Drive AI-powered automation initiatives including conversational AI assistants, workflow automation, intelligent reporting, and support automation.

• Conduct regular business reviews and usage analysis to identify optimization opportunities, adoption gaps, and business growth potential.

• Generate strategic insights and ROI/value realization reports to support customer renewals and expansion opportunities.

• Partner with Customer Account Management and Sales teams to identify upsell and cross-sell opportunities.

• Lead customer onboarding, go-live support, training sessions, and enablement programs to maximize platform adoption.

• Create customer-centric operational processes that improve service delivery efficiency and reduce support escalations.

• Contribute customer feedback and product enhancement recommendations to Product and Engineering teams.

• Foster a culture of knowledge sharing, operational excellence, and continuous improvement within the organization.

• Ensure high customer satisfaction scores and maintain strong customer referenceability.

Required Skills & Expertise

• Bachelor’s degree in Information Technology, Engineering, Business Systems, or related field.

• 7+ years of experience in Technical Account Management, Customer Success, Enterprise Support, or Operations Management within SaaS/technology organizations.

• Strong experience managing enterprise customers across US, EMEA, APAC, and ANZ regions.

• Hands-on experience with enterprise SaaS platforms, API integrations, workflow automation, and cloud-based solutions.

• Expertise in SAML, OAuth, SCIM, SSO integrations, identity lifecycle management, and enterprise authentication troubleshooting.

• Experience working with CRM, HRMS, collaboration, and enterprise productivity platforms.

• Strong understanding of AI-powered automation, conversational AI solutions, chatbot implementations, and operational process optimization.

• Experience managing customer escalations, technical troubleshooting, and cross-functional stakeholder coordination.

• Strong analytical mindset with experience in reporting, adoption analysis, and customer success metrics such as CSAT, NPS, ROI, and retention.

• Excellent communication, presentation, and customer engagement skills with the ability to work directly with technical and business stakeholders.

• Experience conducting onboarding sessions, operational reviews, strategic business reviews, and customer enablement programs.

• Proven ability to collaborate with Product, Engineering, Support, and Sales teams to drive customer success outcomes.

• Prior experience in Supply Chain, Procurement, ERP, HRMS, or enterprise workflow platforms is an added advantage.

• Experience with platforms such as Zycus, Coupa, iValua, GEP, Ariba, Jaggaer, Birchstreet, Workday, UKG, or similar enterprise ecosystems is preferred.

• Strong problem-solving mindset with a focus on operational excellence, customer delight, and continuous improvement.

Preferred Qualifications

• SaaS industry background with exposure to enterprise-scale customer management.

• Experience in AI-enabled customer engagement and process automation initiatives