Program Manager, Customer Success (Customer Voice) at Zoom Video Communications
Set the Strategy for the management and growth of CS:Customer Voice programs and partner with cross-functional teams to develop, prioritize, and track program goals
Leverage and manage internal tools to gather and synthesize customer feedback for review
Identify trends and action items based on data driven decisions
Effectively manage CS programs with multiple phases, work streams and different stakeholders.
Represent CS in varying corporate projects and develop compelling “stories” that convey the meaningful synthesized insights in a compelling manner to various internal partner audiences
Manage delivery of all program insights and metrics, clearly establishing top pain points, correlations, root cause, and best practices
Manage presentations and talking points to support Customer Voice Programs
Actively lead the creation of assets such as business value proposition, At-a-Glance, Q&A, briefing documents for offers and promotions.
Define and manage overall project risks and take corrective action in a proactive manner to mitigate those risks
Design and manage customer surveys to ensure survey data is providing the right insights and own the closed-loop process for following-up to responses and managing low-score responses.
Identify and assess new, more effective ways to gather and analyze customer sentiment using advanced market research methodologies
Provide clear and timely communication regarding the status of the portfolio – schedule, budget, progress to date, risks etc. - to relevant stakeholders
Success criteria/metrics for this role will include:
1. Customer Voice Program Growth
2. Driving focus on NPS/ Customer satisfaction (delivering Happiness)
3. Supporting cross functional teams/targets for retention
3+ years of work experience in customer success/ support, project management, or a related field
Experience/ understanding of customer journey planning and mapping pre and post sales
Ability to work and communicate well with all levels including executive staff.
Business development experience, including exposure to content and media and expertise in executing and monitoring strategic business and revenue plans
Self-driven, results-oriented and a clear focus on high quality and business profit
Solid writing skills with an ability to write/edit all kinds of copy from direct marketing content to customer communication
Strong creative skills, with the ability to develop compelling messaging and evaluate creative designs.
Expertise in all major business software applications (Adobe Creative Suite, Google Suite, etc.)
Strong project management, presentation and stakeholder communications skills
Intermediate user ability with service systems and project management tools (Zendesk, Asana, etc)
Must be detail oriented and possess the ability to problem solve and work within a teamwork environment.
Proven commitment to excellence and possess strong communication skill
Travel – up to 30% may be required
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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