Customer Value Manager

Zycus; City of Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

Zycus seeks an experienced Customer Value Manager to lead post-implementation value realization for enterprise customers in the S2P space. You will blend procurement domain knowledge with solution architecture and advisory skills to drive ROI and digital transformation.

You will work with CPOs, COEs, and transformation teams to design value roadmaps, monitor KPIs, and ensure adoption and renewal success across global accounts. Travel as needed.

Qualifications

• 5–15 years of experience in Procurement, S2P Consulting, Procurement COE, Customer Advisory, or Procurement Transformation roles.
• Experience advising CPOs and transformation leaders.
• Deep understanding of procurement KPIs and value drivers.
• Background working with leading S2P platforms (e.g., SAP Ariba, Coupa, Ivalua, GEP SMART, Jaggaer).
• Strong executive presence with ability to engage and influence C-level stakeholders.

Responsibilities

• Consult customers on S2P best practices and strategies.
• Drive post-implementation value realization by aligning procurement objectives with solution capabilities.
• Understand, map, and track CPO-level KPIs to customer outcomes.
• Lead strategic business reviews and value realization workshops.
• 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 stakeholders.
• Proactively monitor customer health and adoption metrics; identify and mitigate renewal and expansion risks.
• Advocate for customer needs across Product, Support, and Delivery teams to ensure long-term success.
• Travel as needed for strategic reviews and customer events.

Skills

S2P Knowledge

Procurement Domain

Solution Architecture

Customer Success

Value Realization

Executive Stakeholders

Account Management

Cross-functional Collaboration

Education

Bachelor’s or Master in Business / related field

Procurement Certifications (CIPS, CPSM)

Tools

SAP Ariba

Coupa

Ivalua

GEP SMART

Jaggaer

Job description

We are seeking an experienced Customer Value Manager enhance our customer success initiatives. The ideal candidate should have a strong background in Source-to-Pay (S2P) and procurement domain. Candidates are working as Solution Architect OR Solutions Consultant OR Implementation Consultants Or Customer Advisor to join our Customer Value Management (CVM) team who will bring together solution architecture expertise with customer success and value delivery. The role is ideal for seasoned Solution experts in Procurement (S2P/P2P) who want to leverage their design, consulting, and advisory experience to drive measurable business outcomes for customers post-implementation. As a CVM, you will use your deep expertise in Source-to-Pay, Procure-to-Pay and Procurement Transformation to design value roadmaps, optimize procurement platforms, and ensure customers maximize ROI. You will act as a strategic advisor to clients—providing thought leadership, best practices, and governance—while influencing solution adoption, scalability, and integration with broader business objectives.

Job Overview :

As a Customer Value Manager, you will act as a strategic partner to our enterprise customers, consulting them on Source-to-Pay (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 Source-to-Pay (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.
• 5–15 years of experience in Procurement, S2P Consulting, Procurement COE, Customer Advisory, or Procurement Transformation roles.
• Prior experience consulting or advising CPOs, 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.
• Customer Relationship Management:
• Manage a portfolio of enterprise customers in the procurement/S2P space, building trusted relationships with key stakeholders and ensuring consistent, value-driven engagement.
• Cross-Sell & Upsell Execution:
• Identify opportunities for expansion by understanding customer needs and aligning them with additional modules, products, or services. Collaborate with sales to execute expansion plans.
• Customer Advocacy:
• Act as the customer’s internal advocate—ensuring their feedback is shared with Product and Support teams and driving improvements that enhance their experience.
• Data-Driven Engagement:
• Leverage tools and dashboards to monitor metrics like NPS, CSAT, adoption, and utilization. Use insights to inform engagement strategies and account prioritization.
• Work closely with internal stakeholders across Product, Support, Implementation, and Sales to deliver a cohesive customer experience and support growth opportunities.
• Account Documentation:
• Maintain accurate records of customer interactions, health status, and renewal/expansion forecasts in CRM systems.
• Travel (as needed):
• Willingness to travel occasionally for strategic account reviews, business reviews, or customer events.

Preferred Qualifications

• 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.
• Familiarity with change management, value realization frameworks, and strategic program management.

Why You Should Join Zycus

• Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
• A Market Leader: Zycus is recognized by Gartner (world’s leading market research analyst) as a Leader in Procurement Software Suites.
• Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
• Get a Global Exposure: You get to work and deal with our global customers.
• Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite.

Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore