Zylo

Technical Writer

• Own knowledge base quality, consistency, and governance by establishing content standards, review processes, and editorial decisions about what gets published
• Leverage AI tools extensively for content creation, optimization, and maintenance to work at scale, while continuously evaluating new tools to increase efficiency
• Proactively monitor and improve content accuracy through regular audits, AI Q&A tool management, and tracking integration partner changes (partnering with Engineering to establish monitoring systems as needed)
• Own public-facing changelog and release communications, partnering with Product Managers to create client-facing documentation
• Collaborate cross-functionally with Support, Marketing, and Customer Success to identify documentation gaps, establish brand guidelines, and coordinate content initiatives while maintaining quality standards

Technical Account Manager

• Serve as the primary technical advisor and trusted partner for a portfolio of enterprise accounts (typically $250K+ ARR).
• Create technical documentation, diagrams, workflows, and client-facing presentations to communicate solutions and recommendations.
• Proactively identify opportunities to improve client outcomes, anticipate technical challenges, and recommend solutions before issues arise.
• Lead technical discovery sessions and develop multi-year technical strategies that scale with client growth.
• Design comprehensive technical integration roadmaps that embed Zylo into clients' existing technology stacks and business processes.
• Develop executive-level relationships with CIOs, CTOs, IT Directors and conduct quarterly business reviews.
• Architect solutions spanning ITSM platforms, procurement systems, identity management, finance systems, and data warehouses.
• Guide and support implementation of technical solutions, including automation workflows and platform configurations.

Customer Success Manager

• 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.
• 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.
• 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.

Client Success Manager

Account Executive

• Own a book of 30–40 existing strategic accounts and serve as the primary point of contact.
• Ensure clients are executing an optimal SaaS management strategy for their organization to maximize value and ROI.
• Retain accounts by managing renewal processes and minimizing churn.
• Identify and pursue upsell and cross-sell opportunities by aligning Zylo’s capabilities with clients’ evolving needs.
• Collaborate with cross-functional teams and the Client Success team to monitor and drive product adoption.
• Develop tailored account plans, analyze SaaS usage and spend data, and provide actionable recommendations for optimization.
• Schedule, plan, and manage multiple client engagements in a dynamic, fast-paced environment.
• Provide regular updates to leadership on account health, renewal forecasts, and growth opportunities.
• Stay current on SaaS Management trends and apply industry best practices to client engagements.

Strategic Account Executive, Client Success

Solutions Engineer

• Lead client-facing technical service engagements, providing strategic consulting and hands-on implementation of SaaS management automations and integrations.
• Design and implement custom solutions using RESTful APIs, RPA tools, and scripting languages to automate data transfers, reporting, and workflow optimization.
• Build and structure a new service offering from the ground up, including service delivery methodologies, pricing models, and client engagement processes.
• Manage billable service hours and project deliverables, ensuring high-quality outcomes and strong ROI for clients.
• Collaborate directly with IT, SAM, and Procurement leaders to understand business requirements and translate them into technical solutions.
• Develop technical documentation and best practices for complex implementations, creating reusable frameworks for future engagements.
• Identify expansion opportunities within existing accounts through deep technical relationship building and solution advisory.
• Partner with internal teams including Product, Engineering, and Client Success to leverage platform capabilities and influence product roadmap based on client needs.
• Operate independently with minimal oversight, driving project success through self-direction and entrepreneurial problem-solving.
• Resolve Tier 2 Support tickets related to your areas of expertise.

Technical Solutions Manager

Support Engineer

• Reporting to the Manager of Support, Zylo is seeking a skilled and motivated Support Engineer to join our team.
• In this role, you will be responsible for providing top-tier technical support to our clients and partners, ensuring the smooth operation and resolution of issues within our platform.
• As a Support Engineer, you will play a critical role in driving client satisfaction, improving support processes, and contributing to the overall success of our clients' SaaS management initiatives.
• What you will do
• Provide technical support and troubleshooting for Zylo's SaaS management platform, ensuring timely and effective resolution of client issues.
• Triage, diagnose, and resolve incoming support tickets, collaborating with internal teams to ensure swift problem resolution.
• Serve as a technical escalation point for client issues, collaborating with Product and Engineering teams to implement long-term solutions.
• Create and maintain technical documentation, including knowledge base articles and troubleshooting guides.
• Analyze support trends and client feedback to identify areas for improvement and proactively enhance support processes.
• Participate in the development and implementation of tools and automation strategies to streamline support operations and enhance the client experience.
• Collaborate with cross-functional teams, including Product, Engineering, and Client Success, to communicate client needs and influence product enhancements.
• Provide feedback and insights to the Product and Engineering teams to help prioritize bug fixes and feature requests based on client impact.