Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.

We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment. 

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.