Title: Head of Event Services

We are looking for an energetic, engaging, and experienced leader to provide strategic and operational leadership for our Event Services organization.

You are a demonstrated leader in Event Services with deep experience running enterprise and mass-market event management at scale, creating programs and operationalizing complex work streams. You are customer success obsessed, have high technical and business acumen and a product mindset. You have experience leading global teams, cross-functional projects, balancing day-to-day operations, while also identifying innovative ways to drive change. You will engage with key customers to adopt Zoom as both a product and service while helping to promote the use of Zoom for all kinds of events within their own organizations for internal and external audiences.

This is a full-time position reporting to the Head of Global Support & Services organization. 

Responsibilities include:

• Create and execute an operational methodology and customer engagement process for Event Services in collaboration with Sales, Customer Success, Engineering and other cross-functional teams

• Continuously improve Event Services strategies and drive ARR and committed revenue growth

• Lead and own Event Services’ P&L responsibility and deliver on ambitious annual growth targets

• Create successful conditions for customer’s growth and expansion through event support delivery and high customer satisfaction scores

• Ability to lead a multi-domain technical team, including individual contributors and managers

• Owning global event headcount and event forecasting models to help us meet our SOW commitments

• Scale the global event delivery teams through engagement, recruitment, training, and development

• Building and maintaining team-level performance metrics and dashboards

• Lead and standardize common service delivery tools and infrastructure.

• Work with supporting a wide range of customers and partners, ranging from mid to the largest enterprises in the world

• Delivering happiness to our customers and seeing them gain value from every interaction with Event Services

Qualifications: 

• You have 10+ years Event Services (Delivery & Management) experience in a SaaS or similar company

• You have 5+ years being a leader for an Event Services team at a global SaaS company

• You have a demonstrated understanding of SaaS business models, technical support, and customer satisfaction

• You are comfortable being hands-on, detail-orientated and shifting between the tactical and strategic actions with effective executive and team communication skills and techniques

• You are driven to serve the growth needs of the team by leveraging a career mentoring approach and advocating employee advancement opportunities.

• Driving (directly or indirectly through your team) strategic Event engagements for large or strategic accounts.

• Architecting and building project staffing structures for the Event organization.

• Input in designing, implementing, and improving new services capabilities, including go-to-market pricing, packaging, and enablement.

• Must be an inspirational communicator and motivator 

• Experience with driving programs, transformative change, and a customer-first culture throughout a large organization

• An advocate for Zoom’s customers internally and externally. You will be on front-facing or on stage. You need to inspire.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

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.

All your information will be kept confidential according to EEO guidelines.

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