Senior Customer Success Manager West Coast

Profile

u003cpu003eu003cspan style=font-weight: 400;\u003eFor the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eYour Mission:u0026nbsp;u003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eWe are seeking a Senior Customer Success professional 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/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eYou will build lasting relationships with our most important clients from successful launches to identification of new use cases, and 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/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAs a Senior Customer Success Manager you will manage day-to-day operational and long term strategic business relationships with Zuora’s strategic 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/spanu003eu003c/pu003enu003cpu003eu003cspan 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/spanu003eu003c/pu003enu003cpu003eu003cspan 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/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eWhat you’ll do u0026amp; achieve:u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eRetain and grow the revenue for existing Zuora customers, owning renewal of customer base and churn target.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan 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/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan 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/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eStandardize CSM customer engagement and measure its impact at each stage of the customer lifecycle.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eServe as a key “Voice of the Customer” internally at Zuorau003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan 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/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003ePartner with sales leadership to grow Zuora revenue via upsells while providing an ideal customer experience.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eTrusted Advisor for key business owners and executives including VP and aboveu0026nbsp;u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProactively identify where and how Zuora capabilities can deliver incremental business valueu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eBuild account expansion and retention plan with Account Executive with clear objectives, requirements and action plan that delineates roles, responsibilities and target timelines with the aim of driving value within their current contract with Zuora.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eEnsure satisfactory resolution of l issues, including coordination of cross-departmental Zuora resources (e.g., Support, Professional Services engagements)u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eDrives adoption through innovation, product demonstration and customer alignmentu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eDefines and executes a Success Plan addressing conflict along the wayu003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cspan style=font-weight: 400;\u003eu0026nbsp;u003c/spanu003eu003cstrongu003eWhat you’ll need to be successful:u003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e4 Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eIdeally experience from one of the following industries: finance, digital marketing, ERP, or another large-scale business systemu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eStrong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessmentu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eA passion for Customer Engagement and service mentalityu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, empatheticu0026nbsp; approach and the grit to get things doneu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eStrong ability to align technical concepts u0026amp; features to business needsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan 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 clientsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOutstanding presentation development and delivery skills, with the ability to speak to end users and VP and above leadersu0026nbsp;u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcel in a collaborative, team environment while able to work independently with minimal supervisionu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOutstanding organizational skills and the ability to manage multiple tasks and requestsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExperience working with a cross-functional and geographically dispersed team and customer base.u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eBachelor’s Degree or equivalent experienceu003c/spanu003eu0026nbsp;u003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eAbout Zuorau003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAt Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our 4 rating on u003c/spanu003eu003ca href=****style=font-weight: 400;\u003eGlassdooru003c/spanu003eu003c/au003eu003cspan style=font-weight: 400;\u003e. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAt 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.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eTo learn more visit u003c/spanu003eu003ca href=****style=font-weight: 400;\u003ewww.zuora.comu003c/spanu003eu003c/au003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003e#LI-MC1u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003e#LI-Remoteu003c/spanu003eu003c/pu003e}

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