Zoom 024: Customer Success Manager

Taguig, NCR

KMC Solutions | XTN-20EC534

Date Posted

2020-03-31

Career Category

Sales / Business Development

Functional Overview

    Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us at Zoom! We are looking for an amazing Customer Success Manager (CSM) to join our team in Overland Park, KS. The ideal candidate will build strong relationships with customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.

Duties and Responsibilities

  • Minimum of 3+ years experience and a proven track servicing strategic accounts
  • Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS, Technology Services and audio video venders
  • Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills are required
  • Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers
  • CRM experience with Salesforce.com preferred
  • Ability to deliver customized presentations and demonstrations via web conference
  • Strong product knowledge of Video / Audio Collaboration with ability to articulate how to best use and deploy the service
  • Strong acumen of software industry
  • Great interpersonal skills with a positive attitude

Minimum Qualification

  • The CSM is the Trusted Advisor, manages deployment, and product adoptions for customer accounts
  • Develop and maintain long-term relationships with stakeholders within assigned accounts
  • Conduct on-going 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 on-boarding and training for new customers
  • Closely manage and nurture accounts to identify and eliminate risk attribution
  • Create and deliver monthly reports to highlight customer successes and provide on-going recommendations for further optimization
  • Analyze 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

Minimum Competencies

  • BA/BS degree or equivalent work experience