Strategic CX Manager, Zoom
Workvivo
Video-focused online communications platform
Open for applications
Video-focused online communications platform
1001+ employees
Open for applications
1001+ employees
Company mission
To make video communications frictionless and secure.
Role
Who you are
- 8+ years experience with B2B SaaS customer success or consulting experience working with global enterprise level customers
- Have experience in leading technology solution implementations
- Have experience managing a revenue portfolio of enterprise-level customers
- Have previously successfully onboarded customers
- Be customer obsessed, passionate about the future of work and driving positive impact for your customers
What the job involves
- In this role, you'll proactively manage onboarding programs for enterprise-level customers, ensuring ongoing success by understanding motivators, strategic goals, and business outcomes
- You'll consult on internal communications and engagement, create success plans, and influence adoption
- Responsibilities also include facilitating workshops on best practices, conducting Executive Business Reviews, and building thought leadership on employee communication and engagement
- You'll represent the Voice of the Customer by engaging with Product and Engineering teams for continuous improvements
- Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work
- We are committed to our customers, obsessed with improving employees’ working lives, and driven by results
- Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals
- Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation
- Managing programs proactively for your enterprise-level customers to ensure ongoing success
- Understanding the motivators, strategic goals and desired business outcomes for your customers
- Consulting with your customers on their internal communications and employee engagement strategies
- Creating success plans for your customers and proactively influencing them to ensure adoption, expansion, and loyalty
- Facilitating workshops on best practices around sponsorship, governance, adoption, platform maturity, and adoption techniques
- Conducting regular Executive Business Reviews and checkpoints with customer champions within C-suite and executive leadership
- Harvesting and building thought leadership and best practices on employee communication and employee engagement
- Representing the Voice of the Customer by engaging with Product and Engineering teams, enabling continuous improvements
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 aquisitions, such as that of Solvvy (an AI and automation service) in 2022. It remains to be seen if this will be enough to turn things around for Zoom: along with many other large tech companies it has recently engaged in large-scale layoffs to realign itself with a difficult economic situation. Still, it is a profitable company and a household name, and 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)Previously VP Engineering at Cisco and WebEx.
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