Customer Services (CS)
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.
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.
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.
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
BS/BA degree preferred but not required
4 year’s experience work in a SaaS or Cloud company mandatory (preferably in sales, customer success or renewals)
Presence and proficiency in social media such as LinkedIn is also a plus
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
Salesforce CRM, Totango, Zuora and/or Zendesk experience is a plus
Strong Internet research skills with excellent PC literacy [Excel, Outlook, Word, PowerPoint]
Fluency in French, Spanish or Italian languages is required
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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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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