Customer Success Manager -East

Profile

\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eOver the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: \u003c/span\u003e\u003ca href=\https://www.zuora.com/subscribed/author/\\u003e\u003cem\u003e\u003cspan style=\font-weight: 400;\\u003eSubscribed\u003c/span\u003e\u003c/em\u003e\u003c/a\u003e\u003cspan style=\font-weight: 400;\\u003e.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eCompanies have realized that the path to growth going forward is to establish direct, digital relationships with their customers, and monetize these relationships through an ever growing set of digital services.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eOur vision is simple: \u003c/strong\u003e\u003cspan style=\font-weight: 400;\\u003ewe call it “The World Subscribed.” It’s the idea that one day every company will join the Subscription Economy -- \u003c/span\u003e\u003ca href=\https://www.ubs.com/global/en/wealth-management/our-approach/marketnews/article.1525238.html\\u003e\u003cspan style=\font-weight: 400;\\u003ea $1.5 Trillion opportunity\u003c/span\u003e\u003c/a\u003e\u003cspan style=\font-weight: 400;\\u003e by 2025 according to UBS.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eOur mission:\u003c/strong\u003e\u003cspan style=\font-weight: 400;\\u003e to power the world’s best companies to win in the Subscription Economy.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eYour Mission:\u0026nbsp;\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eWe are seeking a Customer Success professional to help us continue to build and scale a best-in-class Customer Success function to support Zuora’s growth ambitions: to be the company to whom the world’s best companies turn to for driving the technology and business transformations necessary to win in the Subscription Economy.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eYou will build lasting relationships with our most important customers–from successful launches to identification of new use cases to ongoing strategic support–that increases satisfaction, maximizes the Zuora experience and ultimately drives revenue retention and growth. We win when our customers win.\u0026nbsp;\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eAs a Customer Success Manager you will manage day-to-day operational and long term strategic business relationships with Zuora’s enterprise customers. The CSM promotes adoption of Zuora’s products and services and positions Zuora to meet the current and future business requirements of our customers. The CSM will also play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. Cultivating key customers as Zuora advocates in the Zuora community and subscription economy is a requirement for this role.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eThe CSM will have excellent working relationships with other representatives of Zuora who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role. The CSM is a positive advocate for the customer within Zuora and will be a professional representative at all times in this post-sale role.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eThe keys to success in this role are the ability to facilitate work sessions with all levels in a customer organization, troubleshoot to identify gaps between best practice and actual usage of Zuora, and clearly communicate recommendations that enable the customer to fully adopt Zuora in order to grow their business in the Subscription Economy. Join us and make shift happen!\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eWhat you’ll do \u0026amp; achieve:\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eRetain and grow the revenue for existing Zuora customers, owning renewal of customer base and churn target.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eSupport customers coming out of implementation and launch and assist with accelerating time to revenue for the customer and Zuora.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eDefine operational metrics, objectives and key results for your customers.\u0026nbsp; Achieve operational excellence by continuous measurement and communication of these to peers and leadership.\u0026nbsp;\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eStandardize CSM customer engagement and measure its impact at each stage of the customer lifecycle.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eServe as a key “Voice of the Customer” internally at Zuora.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eWork with customers to develop a success plan that outlines how Zuora adoption will address their critical needs both immediately and in the future.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003ePartner with sales leadership to grow Zuora revenue via upsells while providing an ideal customer experience.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eTrusted Advisor for key business owners and executives including VP and above.\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eProactively identify where and how Zuora capabilities can deliver incremental business value.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eBuild account expansion and retention plans with Account Executives that feature clear objectives, requirements and action plans that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with Zuora.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eEnsure satisfactory resolution of l issues, including coordination of cross-departmental Zuora resources (e.g., Support, Professional Services engagements).\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eDrives adoption through innovation, product demonstration and customer alignment.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eDefines and executes a Success Plan addressing conflict along the way.\u003c/span\u003e\u003c/li\u003e
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\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003e\u0026nbsp;\u003c/span\u003e\u003cstrong\u003eWhat you’ll need to be successful:\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003e3 Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eIdeally experience from one of the following industries: finance, digital marketing, ERP, or another large-scale business system.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eStrong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eA passion for Customer Engagement and service mentality.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eProven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empathetic\u0026nbsp; approach and the grit to get things done.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eStrong ability to align technical concepts \u0026amp; features to business needs\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eExcellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eOutstanding presentation development and delivery skills, with the ability to speak to end users and VP and above leaders\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eExcel in a collaborative, team environment while able to work independently with minimal supervision\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eOutstanding organizational skills and the ability to manage multiple tasks and requests\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eExperience working with a cross-functional and geographically dispersed team and customer base.\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eBachelor’s Degree or equivalent experience\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u003cstrong\u003eBenefits*\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eCompetitive compensation, company equity, and retirement programs\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eMedical, dental and vision insurance\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003ePaid holidays and “wellness” days and company wide winter break\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eGenerous, flexible time off\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003e6 months fully paid parental leave\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eLearning \u0026amp; Development stipend\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eOpportunities to volunteer and give back, including charitable donation match\u003c/span\u003e\u003c/li\u003e
\u003cli style=\font-weight: 400;\\u003e\u003cspan style=\font-weight: 400;\\u003eFree resources and support for your mental wellbeing\u0026nbsp;\u0026nbsp;\u003c/span\u003e\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u003cem\u003e\u003cspan style=\font-weight: 400;\\u003e*Specific benefits offerings may vary by country\u0026nbsp;\u003c/span\u003e\u003c/em\u003e\u003c/p\u003e
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\u003cp\u003e\u003cstrong\u003eAbout Zuora\u0026nbsp;\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eAs the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eThrough our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003e“ZEO” Culture\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eAt Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eTo learn more visit \u003c/span\u003e\u003ca href=\http://www.zuora.com/\\u003e\u003cspan style=\font-weight: 400;\\u003ewww.zuora.com\u003c/span\u003e\u003c/a\u003e\u003c/p\u003e
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\u003cp\u003e\u003cstrong\u003eZuora is proud to be an Equal Employment Opportunity Employer.\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eThink, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eZuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.\u003c/span\u003e\u003c/p\u003e
\u003cp\u003e\u003cspan style=\font-weight: 400;\\u003eWe encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.\u003c/span\u003e\u003c/p\u003e}

Company info

Zuora Inc.
Website : http://www.zuora.com