Strategic Customer Experience Manager

Zoom Video Communications; Massachusetts; Remote; USD 76,000 - 187,000; Full time

Job summary

Join a forward-thinking company as a Strategic Customer Experience Manager, where you'll play a pivotal role in enhancing customer engagement and satisfaction. This position involves building strong relationships with clients, guiding them through the post-launch journey of the Workvivo product, and delivering insights through Executive Business Reviews. You'll collaborate with various teams to ensure that customer feedback shapes product strategy while also providing technical support. If you're passionate about improving workplace culture and delivering exceptional customer experiences, this role is a fantastic opportunity to make a significant impact in a dynamic environment.

Benefits

Flexible working hours

Health and wellness programs

Professional development opportunities

Remote work options

Employee assistance programs

Qualifications

• Strong communication and relationship-building skills are essential.
• Experience in Customer Success and technical troubleshooting is preferred.

Responsibilities

• Build relationships and drive business adoption of the Workvivo product.
• Deliver Executive Business Reviews and provide best practices.

Skills

Excellent communication skills

Customer Success techniques

Relationship building

Technical problem communication

Consultancy skills

Presentation skills

Customer service skills

Tools

CRM system

Job description

Strategic Customer Experience Manager

Strategic Customer Experience Manager

Apply locations Remote (MA) time type Full time posted on Posted Yesterday time left to apply End Date: February 18, 2025 (5 days left to apply) job requisition id R15590

What you can expect

As part of the ongoing global expansion of Workvivo, we need the best Customer Success Managers to deliver the ultimate customer experience. To partner with our customers to deliver a fantastic employee experience and continue to meet our growth ambitions.

About the Team

Workvivo is transforming the future of work by creating a digital experience that brings workplace culture to life. We are committed to our customers, obsessed with improving employees' working lives and driven by results. We practice our core values of Commitment, Professionalism, Loyalty, Innovation and Playfulness every day.

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: $76800.00

Maximum: $186200.00

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!

Anticipated Position Close Date: 02/18/25

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.