RESPONSIBILITIES: 

• Enterprise Customer Success Manager (CSM) is the Trusted Advisor who will manage all aspects of the customer lifecycle. From deployment and product adoption to alignment with the customers long-term goals for their Zoom service.

• Develop and maintain long-term relationships with stakeholders within assigned accounts.

• CSM will conduct ongoing 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 and existing customers.

• CSM will closely manage and nurture accounts to identify and eliminate risk attribution.

• Create and deliver monthly reports to highlight customer successes and provide ongoing recommendations for further optimization.

• Customer Success Manager will analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.

REQUIREMENTS: 

• Enterprise Customer Success Manager (CSM) will have a minimum of 6+ years experience and a proven track record servicing strategic and complex organizations.

• BA/BS degree is preferred but not required

• Must have previous experience working in a Client or Customer Success role within one of these industries: Cloud/SAAS, UCaaS, 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 business acumen of the software industry.

• Great interpersonal skills with a positive attitude.

• Enterprise Customer Success Manager (CSM) will collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results.

• Travel to customer locations 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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