You will be responsible for end to end customer delivery ensuring all the pre-defined SLAs for your customers are always met.
You will play a critical role in the transition period, when a customer account is handed over from solution deployment team.
You will be responsible for facilitating Service Change Requests for delivering additional value added services sought by the customers.
You are expected to escalate and lead closure of any operational issues that can impact the customer relationship, with the internal stakeholders to ensure there is no loss of revenue to Zyme.
You will be responsible for leading periodic business operations reviews, understand customer concerns and feedback and help enforce the value derived by the customer from Zyme.
You will play an important role in articulating customer requirements to internal product management and engineering teams. You would focus on driving automation, redesign and other available means to drive continuous improvements in the respective processes.
You will be required to possess excellent understanding of Zymes solutions stack, how the solutions work, the value created by the solutions, pricing structure, etc. You are expected to be fully aware of existing and upcoming features of Zymes products and solutions and continue adoption of newest tools and products as part of the operational process.
You must be on top of trends and issues related to customers global distribution channels such that you come to be viewed by the customers as go to resource for solving channel data related problems.
You must have the ability to interact with different client groups (sales, sales operations, finance, planning, forecasting etc.) at different levels to ensure that daily Zyme delivery exceeds customer expectations and that they continue to rely heavily on Zymes services.
Superior communication and analytical capabilities
Strong problem solving skills
Should be able to switch between detailed operations and strategic client insight in a seamless manner.
Willing to dig into details and frame issues for senior management
Solid understanding of how tools and technology are deployed at clients and how technology can be applied to optimize and automate internal delivery processes
High energy individual who enjoys a fast paced entrepreneurial environment
Ability to lead teams, mentor staff and develop a strong pipeline of talent
International experience a plus