Chief Customer Officer

2 weeks 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. Our Source to Pay integrated suite has been recognized by Gartner, Forrester, and other analysts for its completeness of vision and ability to execute.

Job Description

We are seeking an experienced Chief Customer Officer to 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, 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, defining 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 engaging with customers to gather feedback, address concerns, and identify opportunities for collaboration and partnership.
  • Build and maintain strong relationships with key customers, acting as a trusted advisor to ensure they derive maximum value from our products, fostering 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, developing strategies and initiatives to drive customer success, retention, and lifetime value, monitoring key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention, and implementing initiatives to achieve targets.
  • 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.
  • Develop and implement a region-specific strategy that addresses the unique needs and challenges of the US markets, including localization of services and support.
  • Define and track key customer success metrics, including NPS, customer health scores, churn rates, and expansion revenue, using data-driven insights to continuously improve the customer experience.
  • Lead the Value Engineering Team responsible for ensuring customers achieve their desired outcomes using the company's products or services, focusing on customer onboarding, adoption, value realization, and support throughout the customer lifecycle to ensure high levels of satisfaction and retention.
  • 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.
Requirements:
  • 20+ years of 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, with a 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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