Customer Success Manager

4 weeks ago

Boston, United States Zoom Video Communications Full time
What you can expect

This role will dedicate 65% time to SMB strategic relationship building and 35% of capacity focussed on improving our renewals process. Be responsible for ongoing relationship-building and driving business adoption of the Workvivo product for Mid-Market and Enterprise customers throughout the post-launch journey.

About the Team

Workvivo is transforming the future of work by creating a digital experience that brings workplace culture to life. We are committed to our customers, obsessed with improving employees' working lives and driven by results. We practice our core values of Commitment, Professionalism, Loyalty, Innovation and Playfulness every day.

Responsibilities
  • Owning agendas for monthly calls, record cadence via the CRM system
  • Delivering Executive Business Reviews to key customer stakeholders
  • Understanding customer's desired business outcomes, developing key performance indicators (KPIs) and working with Customer Success partners to exceed these.
  • Being proactive to recognize and manage any escalation as well as any potential risk
  • Acting as intermediary between legacy WV systems/personnel and Zoom Accounts team
  • Re-papering non auto-renewals with goal to increase contract value; working closely with Director of CS design and implement an optimal renewals strategy
  • Collaborating with CX Ops and Sales Ops to ensure accurate forecasting
  • Collaborating with leadership to improve the renewals and CSAT process for SMB customers who have had limited interaction with CSMs
What we're looking for
  • Experience in a Sales or Account Management roles with a proven record of success.
  • Experience working in the world of Internal Communications or Management Consultancy (nice to have)
  • Be able to analyze and problem solve
  • Be able to lead and motivate teams
  • Experience in project management and collaboration tools
  • Experience delivering successful products to market, and having a track record of success with this
  • Experience and knowledge of the industry and market trends related to Workvivo's products and services


Salary Range or On Target Earnings:

Minimum:
$76,800.00

Maximum:
$186,200.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application

Anticipated Position Close Date:

08/21/24

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you'll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our Commitment
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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