Customer Success Manager, Zoom
Public Sector
$62.4-152.1k
Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value
More information about location
Work platform for human connection
Job no longer available
Work platform for human connection
1001+ employees
Job no longer available
$62.4-152.1k
Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value
More information about location
1001+ employees
Company mission
To help people connect, collaborate, and get more work done, together.
Role
Who you are
- Minimum of 3+ years experience in a customer facing role
- Able to work pacific time zone hours
- Ability to commute into the San Jose office two days per week if within a 50 mile radius of the office
- Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS and audio video vendors for the Government sector is highly preferred
- Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills
- 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 is preferred
- Strong acumen of software industry is preferred
- Great interpersonal skills with a positive attitude
- Ability to pass an in-depth background check
- BA/BS degree or equivalent work experience
- Note: If located within 50 miles of the San Jose office, you will commute into the office twice per week for this role
What the job involves
- We are hiring an amazing Customer Success Manager (CSM) to join our SLK12 (State and Local K12) team! The ideal candidate will build strong relationships with customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness
- The CSM is the Trusted Advisor, manages deployment, and product adoptions for customer accounts in the Western region
- Develop and maintain long-term relationships with stakeholders within assigned accounts
- Conduct on-going 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 customers
- Strategize cross functionally with other teams and departments to grow the account
- Have a strong pulse on the customer renewal sentiment and be able to assist with the customer renewal
- Closely manage and nurture accounts to identify and eliminate risk attribution
- Create and deliver monthly reports to highlight customer successes and provide on-going recommendations for further optimization
- Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed
- Provide customer with updates on all Zoom releases and make recommendations on new products and features based on their business objectives
- Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results
- Use Customer Success CRM Gainsight to monitor KPIs and metrics and work hard to meet expectations and requirements
- Identify and develop opportunities within your book of business to grow MRR within your accounts
- Attend and participate in team meetings and team office hours/trainings
- Learn about the Public Sector industry and be able to understand customer needs
Our take
Zoom reworked video conferencing when most people assumed it was a solved problem, with services from Cisco and Skype already ubiquitous in workplaces and homes. However, its videoconferencing infrastructure was simpler to use, faster and more flexible than any previous solution, and it swiftly took the world by storm.
Its success bred competition, however, and companies such as Microsoft and Google, along with numerous smaller communications firms, have begun making inroads on Zoom's formerly commanding lead. Additionally, as workplaces are mostly adopting a hybrid or flexible working strategy, some of its importance as a workplace tool is wearing off and it is recording a gradual decline in daily usage rates.
To counter these trends, Zoom is expanding its business offerings through product development and strategic acquisitions. Alongside many other large tech companies, it has battled through a difficult economic situation, but it nonetheless remains a profitable company and household name. Plus, its track record of innovation means it is still very much one to watch in the communications space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2017
$100m
SERIES D
Feb 2015
$30m
SERIES C
Total funding: $148.5m
Company benefits
- Work from home opportunities
- Retirement benefits
- My-Time-Off (MTO), an extended vacation policy
- Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
- Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
- Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
- Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
- Employer Matching of Charitable contributions up to $500 USD equivalent/year
- Annual Zoom Store Allowance
- Business Travel Accident Insurance
Company HQ
Downtown San Jose, San Jose, CA
Leadership
Eric Yuan
(CEO & Founder)Previously VP Engineering at Cisco and WebEx.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 50 more jobs at Zoom