SaaS changed the way software is purchased. Zylo is changing the way software is managed. Zylo is defining a new category of software management, and we think that’s a pretty awesome opportunity. We want you to share in our vision of unlocking the power of SaaS by helping organizations discover, manage, measure and secure their SaaS applications.
Reporting into the Sr Director of Customer Success and Support, you will lead all customer-facing engagement post-implementation. SaaS Consultants are ultimately responsible for ensuring the adoption of the Zylo platform, helping customers realize their Desired Business Outcomes, and achieving ROI with Zylo.
The Zylo platform integrates into multiple customer endpoints, creating a need for this role to be hyper-detailed, and focused on managing large sets of data and keeping customers excited about driving strategy into their cloud deployments. This resource needs to be proactive, and have experience helping companies strategically assess their spend/software and drive efficiencies as a result of deep analysis (AI/ML and manual).
What you will do:
Cultivate relationships and value with your portfolio of approximately 20 customers
Identify areas to drive ROI via the Zylo platform for each and every customer. This role should be solely focused on customer value/ROI and consistently looking for new ways to drive platform value.
Provide technical assistance to customers looking to troubleshoot account issues, and be able to translate their issue to possible resolutions internally to the Zylo Product team.
Tactically project manage the onboarding process, identifying required data sets, working with multiple customer touch-points and providing all back-end data detail to the Zylo Services team.
Be the customer advocate internally at Zylo, not only within the Customer Success organization, but also when working with Zylo Product and Marketing teams.
Proactively search for SaaS insights across the entire customer data set, identifying new trends and benchmarking opportunities for all SaaS applications.
Ensure quality control around the final customer Glimpse audit deliverable, which professionally and elegantly summarizes customer cloud detail and provides valuable insights for a customer to act upon.
Assess customer data and account health, and determine where to implement improvement plans and where to solicit feedback and strategic input from successful customers.
Drive monthly insight content creation and delivery, ensuring that new account details and insights are summarized and presented in a clear and actionable manner to the customer.
Drive all customer lifecycle activities for each customer, including renewal and upsell opportunities.
Solicit product feedback from each customer, and feed it into a larger customer feedback prioritization schedule and collaborate with Product to prioritize the most important technical feedback into our product
Create and operate customer advocacy groups, aggregating our most strategic customers and moderating sessions to give them opportunity to network, talk about Zylo best practices, and to share successes.
Among the most important values at Zylo is the approach that each of our team members take to their careers. We want active SaaS thought leaders. We want people that thrive in a fast-paced, constantly evolving environment. We want passionate, transparent, resourceful team members that enjoy working in a close-knit, team-oriented structure. We work at a high velocity, and approach every day with a productive, get-it-done mindset.
What you will need:
3+ years leading in a customer-facing technical success role, being the primary point-of-contact and experience rolling up your sleeves to solve customer problems
Experience managing full software deployments, renegotiating contracts and optimizing software licensing within a corporate environment preferred
Experience in IT, Procurement, or SaaS space, working with cross-functional teams on software deployments or ongoing management activities around cloud-based software is a plus
Experience in a scaling & rapid-growth Customer Success team, with specific system and process implementation experience. Ability to analyze existing process and make recommendations around systems and more efficient processes
Deep project management experience, managing multiple projects across different line-of-business disciplines
Documented experience working with large data sets, and extracting insights and anomalies from the data and shaping them into new customer opportunities
Experience creating professional and eye-opening deliverables, utilizing graphics and charts to convey complex themes and insights
Ability to manage multiple projects, across multiple customers in a fast-paced environment
Impeccable communication skills, with an ability to tactfully and skillfully assist, convince and delight customers and internal partners
Customer success passion. You must enjoy being completely and solely dedicated to Zylo customers, thinking about how to drive their success at all times.
Live SaaS. Zylo’s vision is to embrace and expand SaaS, and we need public thought leaders that advance the SaaS conversation in their professional networks.
Experience using business tools and software to create customer deliverables and perform analysis. Tools used include:
Customer Presentations: Google Slides
Customer Support: Zendesk and Jira (Engineering Support)
Analysis and BI: Excel and Sisense (BI dashboards curated by our Data Operations team)
Zylo is an equal opportunity employer, and we value diversity at our company. We don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
May 20, 2021