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 Senior Technical Account Manager with 7+ years of experience in Customer Success, Technical Account Management, SaaS Delivery, Enterprise Support, and Post-Implementation Customer Operations.

In this role, you will act as a trusted advisor for global enterprise customers, ensuring smooth post-implementation operations, platform adoption, issue resolution, governance, and long-term customer satisfaction.

The ideal candidate should possess strong experience in enterprise SaaS platforms, customer engagement, operational governance, stakeholder management, and cross-functional collaboration. Experience supporting Fortune 500 customers across US, EMEA, APAC, and ANZ regions is highly preferred.

You will work closely with Customer Success, Product, Engineering, and Support teams to deliver exceptional customer experiences, improve operational efficiency, and ensure continuous customer success across strategic enterprise accounts.

Key Responsibilities

• Serve as the primary post-implementation point of contact for enterprise customers.

• Build strong relationships with customer stakeholders and ensure alignment with customer business objectives.

• Drive customer adoption, operational success, and platform utilization through proactive engagement and governance.

• Lead post-implementation support activities, operational reviews, and customer health monitoring initiatives.

• Manage and resolve customer escalations by coordinating with Product, Engineering, and Support teams.

• Conduct regular customer review meetings to track adoption, open issues, operational performance, and customer satisfaction.

• Monitor customer usage trends and identify areas for operational improvement and enhanced platform utilization.

• Lead onboarding activities, go-live support, customer enablement sessions, and administrator training programs.

• Ensure timely follow-up and closure of customer concerns, service requests, and operational dependencies.

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

• Collaborate closely with internal Product and Engineering teams by sharing customer feedback and improvement recommendations.

• Maintain high customer satisfaction and ensure strong customer engagement across strategic accounts.

• Partner with internal teams to ensure seamless coordination and successful delivery of customer outcomes.

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

Required Skills & Expertise

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

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

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

• Hands-on experience working with enterprise SaaS platforms and customer operations processes.

• Experience handling customer escalations, operational governance, and cross-functional stakeholder coordination.

• Strong analytical mindset with experience in customer adoption analysis, operational reporting, CSAT, NPS, and service performance metrics.

• Excellent communication, presentation, and stakeholder management skills with the ability to engage both technical and business audiences.

• Experience conducting onboarding sessions, operational reviews, governance meetings, and customer enablement programs.

• Proven ability to collaborate effectively with Product, Engineering, Support, and Customer Success teams.

• 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 satisfaction, and continuous improvement.