Analyst - Customer Value Management
Pune
Customer Success – Customer Account Management /
Hybrid
AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.
Responsibilities:
- Manage 15-20 customers collaborating with a team of dedicated Customer Success Managers and L1 support managers
- Be the POC for customer stakeholders based out of India
- Ensure governance /compliance for Steady-State Accounts transition, including systematic Knowledge Transfer from Implementation teams,
- Regular cadences with Customer Teams, flag Issues and concerns ahead of time / avoiding Customer escalations
- Proactive monitoring & reporting of “Operational Health Metrics” (Adoption, SLA reports, CSI) to internal and external stakeholders to help identify and mitigate risks
- Driving/Coordinating RCAs & High severity issues with close collaboration PMG, Engineering and Global support organization
- Driving release walk through and auditors training. Enabling customer community to get certified on AppZen Spend to Pay platform
Must-Have:
- Humble and Friendly personality with an open and honest communication style
- 4-6 years of experience in enterprise SaaS/software implementations, account management or other relevant business consulting
- Strong project management skills
- Exceptional customer presence and presentation skills; comfortable conversing with C-level executives
- Logical and good understanding of the Accounts payable and T&E process
- Ability to liaise with multiple internal cross-functional teams
We are equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.
