Analyst - Customer Value Management

• 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