Customer Value Manager

About Us

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy. We are an equal opportunity employer.

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

We are seeking an experienced Customer Value Manager to enhance our customer success initiatives. The ideal candidate should have a strong background in Source-to-Pay (S2P) and the procurement domain .

Job Overview

As a Customer Value Manager , you will act as a strategic partner to our enterprise customers, consulting them on S2P best practices, guiding them through post-implementation value realization, and helping them achieve their procurement digital transformation goals. You will work closely with Procurement COEs, CPOs, and transformation teams, ensuring our customers\' use of our solutions directly contributes to CPO-level KPIs such as spend under management, cost savings, process efficiency, supplier collaboration, and procurement ROI. This is a high-impact, customer-facing role focused on driving adoption, advocacy, and business value from our platform.

Key Responsibilities

• Consult customers on industry best practices and strategies around S2P implementation and optimization.
• Drive post-implementation value realization by aligning customer procurement objectives with solution capabilities.
• Understand, map, and track CPO-level KPIs (e.g., spend under management, realized savings, process automation, supplier performance, compliance rates) to customer outcomes.
• Lead strategic business reviews, value realization workshops, and continuous improvement initiatives.
• Collaborate with Procurement COEs, Customer Advisory, and Consulting teams to accelerate procurement digital transformation.
• Develop and present customer-specific roadmaps for procurement process excellence and digital maturity.
• Build strong relationships with executive sponsors, procurement leadership, and operational stakeholders.
• Proactively monitor customer health and adoption metrics; identify and mitigate risks to renewal and expansion.
• Advocate for customer needs internally across Product, Support, and Delivery teams to ensure long-term customer success.

Job Requirements

• 5–15 years of experience in Procurement, S2P Consulting, Procurement excellence, Procurement COE, Customer Advisory, or Procurement Transformation roles.
• Strong procurement domain expertise across S2P, P2P, Strategic Sourcing, Contract Management, or Supplier Management processes.
• Prior experience consulting or advising CPOs, CFOs, Procurement COEs, or transformation leaders.
• Deep understanding of procurement digital transformation KPIs and value drivers.
• Background working with leading S2P platforms (e.g., SAP Ariba, Coupa, Ivalua, GEP SMART, Jaggaer) is highly desirable.
• Strong executive presence with the ability to engage and influence C-level stakeholders.
• Commercial mindset with experience supporting renewals, expansions, and customer advocacy.
• Highly collaborative, outcome-oriented, and analytical.
• Comfortable operating in a global, fast-paced, and matrixed SaaS environment.

Other Roles and Capabilities

• Customer Relationship Management: Manage a portfolio of enterprise customers in the procurement/S2P space, building trusted relationships with key stakeholders.
• Cross-Sell & Upsell Execution: Identify opportunities for expansion and collaborate with sales on expansion plans.
• Customer Advocacy: Act as the customer\'s internal advocate and drive improvements that enhance their experience.
• Data-Driven Engagement: Use dashboards to monitor metrics like NPS, CSAT, adoption, and utilization to inform engagement strategies.
• Collaboration: Work with Product, Support, Implementation, and Sales to deliver a cohesive customer experience.
• Account Documentation: Maintain accurate records of customer interactions and renewal/expansion forecasts in CRM.
• Travel (as Needed): Willingness to travel occasionally for strategic reviews and events.

Education & Certifications

• Bachelor's or Master's degree in Business, Supply Chain, Procurement, or a related field.
• Procurement certifications such as CIPS, CPSM, or equivalent are a plus.

Why You Should Join Zycus

• Cloud Product Company: Our products use ML and AI; UI is in Angular JS and mobile apps are developed with React.
• A Market Leader: Recognized by Gartner as a Leader in Procurement Software Suites.
• Career Mobility: We support shifting roles and functions within the organization.
• Global Exposure: Work with global customers.
• Impact: Opportunity to contribute to product features and drive value.

Zycus powers its S2P software with the Merlin AI Suite, delivering data-driven insights and scalable automation to drive savings, reduce risks, and improve compliance.

Start your #CognitiveProcurement journey with us as a #Source2Pay expert.

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