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.
We are looking for an amazing Customer Success Manager (CSM), who is Fluent in English and in German. You will be responsible for building strong relationships with customers and ensuring the successful deployment of Zoom products and services - ensuring and driving customer satisfaction and happiness, while driving the retention & growth of revenue.
Successful applicants would have 5+ years of experience working in Major Accounts (managing accounts/customers from 1000-10,000 employees), can work collaboratively with other internal and external stakeholders and has experience in delivering customised presentations and demonstrations via video conference.
The role can be based remotely in the Netherlands, Germany, Ireland or the United Kingdom.
Develop and maintain long-term relationships with stakeholders within assigned accounts
Conduct ongoing account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases
Plan and conduct onboarding and training for new customer
Closely manage and nurture accounts to identify and eliminate risk & churn
Drive and support both retention & growth of revenue.
Create and deliver monthly reports to highlight customer successes and provide ongoing recommendations for further optimisation
Analyse customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed
Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results
5+ years experience of CSM experience
Fluent English and German is essential
Confidence in working with data; analysing trends, identifying risks and opportunities and using findings to drive actions
Ability to demonstrate account portfolio planning competency, ability to prioritise work and strong time management skills are required
Ability to deliver customised & engaging presentations and demonstrations via video conference & in-person where applicable
Excellent verbal and written communication skills in both English and other supported languages; including the ability to present to executive and key decision-makers
CRM experience with Salesforce.com preferred
Experience working with CSM tool Totango, a bonus
Strong business acumen in regards to the SaaS, UCassS industries
Great interpersonal skills with a positive, can-do attitude & ability to work seamlessly autonomously and as part of a team
Exceptional capability & passion for internal collaboration; with the ability to influence, give and take direction and produce required results in what is often an extremely fast-paced environment
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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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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