Description
Zylo is the enterprise leader in SaaS Management, enabling companies to discover, manage, and optimize their SaaS applications. Zylo helps companies reduce costs and minimize risk by centralizing SaaS inventory, license, and renewal management. Trusted by industry leaders, Zylo’s AI-powered platform provides unmatched visibility into SaaS usage and spend. Powered by the industry’s most intelligent discovery engine, Zylo continuously uncovers hidden SaaS applications, giving companies greater control over their SaaS portfolio. With more than 30 million SaaS licenses and $34 billion in SaaS spend under management, Zylo delivers the deepest insights, backed by more data than any other provider.
Overview
Our Client Success Managers will serve as trusted advisors to our clients, ensuring they achieve measured value and long-term success with our solutions. This role blends relationship management, strategic guidance and operational execution to drive adoption, retention and growth across your client portfolio. By ensuring that our clients' systems are accurately represented in the Zylo platform, we empower them to make informed decisions and optimize their SaaS investments effectively.
As Client Success Managers, your dedication to this process and your commitment to understanding our clients' needs are instrumental in achieving success both for our clients and for Zylo as a whole. Through your efforts, we can continue to deliver unparalleled value and support to our clients as they navigate their SaaS journeys.
What you will do
- Own and facilitate client operations: from implementation through renewal, ensuring clients realize business value and outcomes by utilizing Zylo’s solutions effectively.
- Drive Zylo usage and adoption: Partnering with our clients to implement strategies based on the client’s outcomes and to ensure utilization of Zylo's solutions effectively.
- Client engagement: Regular meetings and support to enhance understanding and usage of Zylo's platform. This includes one-to-one or one-to-many education, and support ticket creation/escalation and follow up through ticket closure.
- Monitor account health: Leverage data and insights to proactively address risks and identify expansion opportunities.
- Change management: Assisting clients in onboarding, managing and supporting turnover within an organization, and identifying gaps where opportunities are presented for consumption of the platform across personas.
- Identify lifecycle activities: Proactively identifying renewal and upsell opportunities, collaborating with Strategic Account Executives (SAEs) and Managed Services team members.
- Cultivate relationships: Building rapport with stakeholders and executives for growth and referrals within the organization and across verticals. This should include long-term growth goals for the organization, as well as clear communication of value being driven within the platform.
- Insight creation: Summarizing account details and opportunities for actionable insights to be shared in monthly meetings, quarterly business reviews, and annual business reviews.
- Participate in events: Engaging in webinars, corporate events, and marketing campaigns. Including but not limited to driving attendance, participating in events and onsite client visits.
- Tactical assessment: Understanding financial and utilization data to educate clients and assist internal teams. Educate clients on these points and assist internal Data Operations and Support teams with issues when they arise.
- Knowledge management: Updating knowledge base articles (for both internal and external reference), and being a client advocate internally when focusing on product features and enhancements with marketing and product teams.
Requirements
What you need
- 3+ years in a client-facing technical success role, serving as the primary point-of-contact, and experience rolling up your sleeves to find a solution to client problems
- Experience in IT, Procurement, or SaaS space, working with cross-functional teams on cloud-based software purchasing, deployment, and/or management
- Proven aptitude to collaborate and build strong relationships with clients 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
- Travel expectations: quarterly visits to HQ in Indianapolis, client travel as needed (<25%)
Nice to have
- Experience working with large data sets, and extracting insights and anomalies from the data and shaping them into new client opportunities
- Experience creating professional and eye-opening deliverables, utilizing graphics and charts to convey complex themes and insights
- Ability to oversee multiple projects, across multiple clients in a fast-paced environment
- Familiarity with these tools:
- Client Presentations: Google Slides
- CRM: Salesforce
- Client Support: Zendesk and Jira (Engineering Support)
- Insights and BI: Excel and Sisense (BI dashboards curated by our Data Operations team)
At Zylo, we’re committed to Growing Stronger Together by fostering a diverse and inclusive workplace. We believe that a variety of perspectives not only fuels innovation, but also allows us to better serve our diverse customer base. If you meet the essential qualifications, we encourage you to apply and join us on this journey. Still growing in your career? Connect with our talent community—we’re always looking for future Zylos who share our passion for continuous learning.
