Channel Renewal Manager

Customer Services (CS)

Three_People.jpg

Channel Renewal Manager

  • R10806
  • Tokyo, Japan
  • Chiyoda-ku, Tokyo, Japan
  • Customer Services (CS)
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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.

(English follows Japanese)

Zoomのリニューアル&リテンションチームの拡大に伴い、チャネルリニューアルマネージャーを募集しています。
更新の契約交渉を中心に、サポートケースのエスカレーションを手伝っていただくこともあります。また、カスタマーサクセスと協力して導入に関する問題を解決したり、財務部門と協力して契約に関する問題を解決したりすることもあります。
チャネルリニューアルマネージャーとしての重要なゴールは、顧客の解約を防ぎ、ズームが顧客と長期的な持続可能な契約を結ぶことを確実にすることです。 

営業、カスタマーサクセス、更新の経験がある方はもちろんですが、Zoomの迅速で結果を重視する職場環境において成功するために、高い内発的動機を重視しています。また、お客様の問題を解決し、解約率を下げるために、ソリューション指向のスキルセットをお持ちの方も歓迎しております。

  

職務内容 
・できるだけ多くのビジネスを維持することを目標に、パートナーの今後の契約更新に従事します。

・顧客満足度、導入、競合の脅威などの理由で解約の可能性がある顧客に対して、パートナーと協働し解決します。

・利用状況に基づいてリスクとみなされたアカウントを評価し、顧客維持のために対話を実施します。

・リスクの高いアカウントについて、部門横断的に説明責任を果たし、最新の情報を入手し、リスクの高い状況を予測します。 

・更新チームの日常業務に関連するその他のオペレーション業務に従事します。

・CSM、セールス、エンジニアリング、サポート、エグゼクティブとの効果的なクロスファンクショナルワークにも取り組みます。

・Zoomパートナーとの効果的なコミュニケーションと関係構築を行います。

必須条件
・日本語、英語ともに流暢な方
・SaaSまたはクラウド企業での4年以上の業務経験(営業、カスタマーサクセス、契約更新が望ましい)
・コラボレーション、ネゴシエーション、リレーションシップのスキルをお持ちであること
・顧客解約予測、関連パイプラインの開発・管理スキルをお持ちであること
・顧客満足度、チームワーク、クロスファンクショナルコラボレーションに関するご経験があること
・パートナーや顧客とのミーティングにおいて、適切で戦略的なメッセージングを構築できる優れたプレゼンテーションスキルをお持ちであること
・プロフェッショナルなビジネス感覚を持ち、強い言語能力をお持ちであること
・細部へのこだわり、整理整頓、倫理観、責任感、自発的な行動ができる方
・優れたPCリテラシー(Excel, Outlook, Word, PowerPoint)と強力なインターネットリサーチスキルをお持ちであること

歓迎要件
・BS/BA学位(必須ではありません)
・LinkedInなどのソーシャルメディアに精通していること
・Salesforce CRM、Totango、Zuora、Zendeskの経験

As Zoom’s Renewal and Retention team grows, we are looking for a Channel Renewals Manager.  One hour, you may be negotiating a renewal’s contract and the next helping escalate a support case. You could be working with Customer Success on implementation issues or partnering with Finance to resolve a contract dispute. No two days will ever look the same!  As a Channel Renewals Manager, your essential goal will be to prevent customer churn and ensure Zoom has long term sustainable contracts with our customers. 

While you may have a strong history of sales, customer success or renewals, we value high intrinsic motivation to be successful in Zoom’s rapid, results-focused work environment. The right candidate will apply a solutions oriented skill set to solve customer issues and ensure low churn rates.

  

RESPONSIBILITIES: 

  • Engage partners about their upcoming renewals, with the goal of retaining as much business as possible

  • Assist partners with customers who may be at risk of canceling due to customer satisfaction issues, adoption, and/or threat of competitor

  • Evaluate accounts that have been flagged as at risk based on usage metrics, and facilitate conversations to drive customer retention

  • Drive accountability cross functionally on our large at risk accounts, keep up to date notes & forecast large risk situations 

  • Other operational tasks that are related to the Renewal’s team day to day business

  • Effectively work cross functionally with CSMs, Sales, Engineering, Support, and Executives

  • Effectively communicate and build relationships with Zoom Partners

REQUIREMENTS 

Must have:

  • Fluent in both Japanese and English

  • 4 year’s experience work in a SaaS or Cloud company mandatory (preferably in sales, customer success or renewals)

  • Strong collaboration, negotiation and relational skills

  • Customer churn forecasting, associated pipeline development and management skills are required

  • A proven track record of client satisfaction, team work, and cross functional collaboration

  • Demonstrated excellence in presentation skills with ability to build relevant, strategic messaging in a Partner/Customer meeting setting

  • Must have strong verbal skills with consultative professional business acumen

  • Must be detail oriented, organized, ethical, responsible, & self-motivated

  • Strong Internet research skills with excellent PC literacy [Excel, Outlook, Word, PowerPoint]

Nice to have:

  • BS/BA degree preferred but not required

  • Presence and proficiency in social media such as LinkedIn is also a plus

  • Salesforce CRM, Totango, Zuora and/or Zendesk experience is a plus

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 any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

Explore Zoom:

#LI-Remote

Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

Sign up for job alerts


Find roles that are just the right fit for you, delivered straight to your inbox. The next opportunity you see could become your new career.

 

Not You?

We have emailed you a code to verify your identity. Please check your spam/junk folder if you don't receive the email in your inbox.

Thank you for signing up for job alerts from Zoom!

Person, Laptop, Pc, Mouse, Hair, Sitting, Female, Table, Woman, Girl