Strategic Customer Experience Manager

Key Duties and Responsibilities

• Be responsible for ongoing relationship-building and driving business adoption of the Workvivo product for customers throughout the post-launch journey.
• Become a subject matter expert on employee engagement & internal communications.
• Own agendas for weekly/biweekly calls, record cadence via the CRM system.
• Deliver Executive Business Reviews to key customer stakeholders.
• Provide Best Practices and guidance on how to increase adoption based on a mixture of customer case studies and performance trends.
• Understand desired customer business outcomes, developing key performance indicators (KPIs).
• Assist with technical troubleshooting.
• Pull and analyse metrics.
• You will be commercially astute with a capacity to recognise when escalation is necessary.
• Translate customer feedback into product direction and strategy as ‘voice of the customer’.
• Be ready to collaborate with Project Managers, Product, Sales and Marketing.
• Additionally, you will work with the Director of Customer Success to develop and enhance post-launch Best Practices and collateral required for successful adoption of Workvivo product.

Desirable skills and experience

• Excellent communication skills written, verbal, one-to-one, group, formal presentations. Able to produce well-structured and clear customer facing documentation and reports.
• Strong competency in Customer Success techniques and approaches.
• Excellent relationship builder.
• Ability to communicate technical problems to non-technical people.
• Enable fast decision making to keep track of deadlines and agendas.
• Challenges the status quo and seeks continuous improvement.
• Strong consultancy skills with the ability to identify and promote business benefits to a client Ability to think laterally and strategically.
• Excellent presentation skills at all levels.
• Provide excellent customer service skills –hugely responsive internally and to customers.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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!

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.