Chief Customer Officer

3 days ago

Princeton, New Jersey, United States Zycus Full time

About Us

Zycus is a pioneer in Cognitive Procurement software, trusted by large global enterprises for two decades.

Consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite.

Powers its S2P software with the revolutionary Merlin AI Suite.

Merlin AI takes over tactical tasks, empowering procurement and AP officers to focus on strategic projects.

Offers data-driven actionable insights for quicker and smarter decisions.

Provides a B2C type user-experience to end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance.

Ensures high adoption and value across the organization.

Start your Cognitive Procurement journey with us.

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

We are looking for an experienced Chief Customer Officer (CCO) who will drive customer satisfaction, improve customer retention, and promote customer advocacy for our Customers in North America.

You will lead our customer success, support, and services teams based out of US and India.

Focusing on ensuring a seamless customer experience, maximizing customer renewals, and fostering growth.

Responsibilities:

Lead the Customer Success, Support, and Professional Services teams to ensure seamless customer onboarding, implementation, and ongoing satisfaction with our SaaS procurement solutions.

Develop and implement a comprehensive customer strategy aligned with the organization's goals and objectives.

Define the vision, goals, and metrics for delivering exceptional customer experiences and driving customer satisfaction and loyalty.

Lead Customer Account Management team responsible for relationships and driving account retention, growth, and satisfaction.

Proactively engage with customers to gather feedback, address concerns, and identify opportunities for collaboration and partnership.

Foster strong relationships with our key customers and stakeholders, serving as a trusted advisor and advocate for their needs and priorities.

Manage the renewal process and ensure customers renew their contracts and handle negotiations and discussions around contract terms.

Customer Engagement & Advocacy:

Build and maintain strong relationships with key customers, acting as a trusted advisor to ensure they derive maximum value from our products.

Foster a customer-centric culture that prioritizes proactive engagement and customer advocacy.

Lead our CX strategy focusing on mapping and optimizing the customer journey across all touchpoints.

Develop strategies and initiatives to drive customer success, retention, and lifetime value.

Monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention, and implement initiatives to achieve targets.

Cross-Functional Collaboration:

Partner closely with Sales, Product, Marketing, and Engineering teams to drive product adoption, resolve customer issues, and align the customer feedback loop with product development efforts.

Regional Strategy:

Develop and implement a region-specific strategy that addresses the unique needs and challenges of the US markets, including localization of services and support.

Customer Metrics & Analytics:

Define and track key customer success metrics, including NPS, customer health scores, churn rates, and expansion revenue.

Use data-driven insights to continuously improve the customer experience.

Value Engineering:

Lead the Value Engineering Team responsible for ensuring customers achieve their desired outcomes using the company's products or services.

Focus on customer onboarding, adoption, value realization, and support throughout the customer lifecycle to ensure high levels of satisfaction and retention.

Customer Training and Onboarding:

Manage and drive our Customer Training and Onboarding focusing on the initial onboarding process and continuously ensuring that customers have the knowledge and resources needed to effectively use our product.

Play a key role by collaborating with Engineering, Product Management, and Marketing teams to drive Customer experience initiatives, and overall business strategy by collecting, analyzing, and acting on customer feedback across various channels.

Job Requirements:

20 plus years experience in customer experience leadership roles with a successful track record in a SAAS organization.

10+ years of experience in Professional Services, Customer Success, Customer Support, or Account Management.

Strong understanding of procurement processes and B2B software.

Proven track record in SaaS companies, especially in the Procurement, Source-to-Pay (S2P), or Procure-to-Pay (P2P) sectors.

Experience in customer retention and expansion strategy development, and customer relationship management.

Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C Suite.

Demonstrated ability to drive results in a fast-paced, dynamic environment, with a focus on continuous improvement and innovation.

Should have experience in hiring, coaching, and developing a geographically distributed team and managing in a virtual environment.

Experience leading large, geographically dispersed teams.

Data-driven mindset with a deep understanding of customer success metrics and analytics.

Ability to travel frequently across US.

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