Here at Zylo, our Customer Success Managers are called SaaS Consultants. As an upleveled CSM, we do more than ensure product adoption and manage relationships, we advise and guide our customers through all aspects of SaaS management - discovery, licensing insights, spend optimization, security, purchasing policies, etc.
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 Manager of Customer Success, 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, achieving ROI with Zylo, and retaining Zylo customers.
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.
What you will do:
Truly own your portfolio of approximately 20 customers.
Proactively manage all customer lifecycle activities for each customer, including renewal and upsell opportunities with little need for operational oversight.
Cultivate stakeholder and executive relationships that result in expanded use cases, growth opportunities, referrals, and clear communication of wins/issues.
Drive monthly insight content creation and delivery, ensuring that new account details and opportunities are summarized and presented in a clear, actionable manner to the customer.
Identify areas to drive ROI via the Zylo platform for each and every customer. This role should be laser-focused on customer value/ROI and consistently looking for new ways to drive platform value.
Tactically understand the nuances of financial and utilization data ingested by our platform. A Sr SaaS Consultant should be able to educate customers on these points and assist internal Data Operations and Support teams with issues when they arise.
Be the customer advocate internally at Zylo, not only within the Customer Success organization, but also when working with Zylo Product, Marketing, and Sales teams.
Among the most important values at Zylo is the approach that each of our team members take to their careers. 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:
5+ years leading in a customer-facing technical success role, serving as the primary point-of-contact, and experience rolling up your sleeves to solve customer problems
Proven ability to collaborate and build strong relationships with customers and internal stakeholders
Impeccable communication skills that enable the ability to articulate complex concepts as well as tactfully and skillfully assist, convince and delight diverse stakeholders
Nice to have:
Experience in IT, Procurement, or SaaS space, working with cross-functional teams on cloud-based software purchasing, deployment, and/or management is a strong plus
Experience renegotiating contracts and optimizing software licensing within a corporate environment preferred
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
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
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.
October 13, 2021