Customer Services (CS)
Work Styles at Zoom
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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.
The Renewals Manager will be responsible for on time and accurate renewals for customers across the Zoom customer base. The day to day responsibilities will include creating multiple quotes, reviewing existing subscriptions and ensuring renewal success for existing customers. Key initiatives for the Renewals Manager is to reduce existing customer churn and process proactive renewals while driving a positive customer experience. This role will evolve quickly into different business units and responsibilities. Ability to quickly change directions and adapt to new challenges is crucial.
Engage with small to medium sized customers regarding their renewal with the goal of retaining as much business as possible and discovering new opportunities
Build multiple quotes, this could be up to 10 or more per day
Monitor existing batch of renewals
Review top churn, analyze and report trends
Be a subject matter expert in renewals processes, and a resource for Account Executives, Customer Success well as Renewals Managers
Send weekly and monthly reports to appropriate team individual contributors as well as managers with the goal of driving awareness
Build deep cross functional relationships with Billing, Support, Sales, Customer Success, Revenue and more
Assist in partner proposals. Working with Zoom partners to ensure on time PO’s and processing
Evaluate accounts that have been flagged as at risk based on usage metrics, and facilitate internal conversations to drive customer retention
2+ years experience in Sales/Customer Service/Customer Success
2+ years working with Government agencies preferred
2+ years in SaaS industry preferred
Must have strong verbal skills with consultative professional business acumen
Strong Internet research skills with excellent PC literacy [Excel, Outlook, Word, PowerPoint]BA/ BS or equivalent experience
Strong Excel and Google Sheets skills surrounding pivot tables a vlookup
Must be detail oriented, organized, ethical, responsible, & self-motivated
Demonstrated excellence in Presentations skill with ability to build relevant, strategic messaging in a customer meeting setting
CRM experience, Salesforce and Totango preferred
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 email@example.com.
Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.
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.
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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 firstname.lastname@example.org.
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