Vice President of Global Customer Support, Zuora
$240-360k
+ Equity
Cloud-based subscription management
Job no longer available
Cloud-based subscription management
1001+ employees
Job no longer available
$240-360k
+ Equity
1001+ employees
Company mission
To help you build and run an amazing subscription business.
Role
Who you are
- Education: Bachelor’s degree in Business, Engineering, Computer Science, or a related field. An advanced degree (MBA or equivalent) is preferred
- Experience: Minimum of 10 years of experience in a senior leadership role within a global support technical organization, preferably in the SaaS industry
- Customer Focus: A high level of understanding of our customers’ business, complex issues to meet customer expectations
- Customer Satisfaction: Demonstrates a dDeep level of commitment to customer satisfaction and experience, with a track record of implementing successful customer support initiatives
- Global Perspective: Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base
- Technical Expertise: Strong understanding of AI and emerging technologies and their application in customer support and service delivery
- Leadership Skills: Proven ability to lead and inspire large, globally distributed teams while driving organizational change and transformation
- Strategic Thinking: Demonstrated ability to develop and execute strategic plans that align with company goals and drive measurable results
- Communication: Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to make data-driven decisions
What the job involves
- The Vice President, Global Customer Support is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support services organization
- This role will be responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance Zuora’s customer support model and scale our support operations engineering capabilities to meet the diverse needs of our customers, ranging from small to large enterprises
- Strategic Leadership: Execute a strategic vision for the global customer support organization that aligns with the company’s customer support objectives and leverages AI to drive innovation and efficiency
- Transformation Initiatives: Continue to lead transformation initiatives to modernize the customer support and operations organization, incorporating AI and other advanced technologies to improve Zuora customer support service delivery and customer satisfaction
- Upscale Engineering Teams: Collaborate with the customer support and operations engineering teams to upscale and enhance support engineering capabilities, ensuring the organization can effectively support a growing and diverse customer base
- Customer Support Model: Optimize the customer support model to provide exceptional service across all customer segments, from small businesses to large enterprises
- Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the support and operations organizations, driving improvements based on data-driven insights for diverse product areas with unique characteristics and challenges to seek continuous improvements
- Customer Experience: Champion the customer experience, ensuring customer feedback is integrated into support strategies and processes to enhance service quality continuously
- Global Team Management: Lead, mentor, and develop a high-performing global support and operations team, fostering a culture of excellence, collaboration, and continuous improvement
- Cross-functional collaboration: Work closely and partner with other executive leaders, including product, development, sales, and marketing, to ensure alignment and support for broader company initiatives
- Budget Management: Manage the global support budget, ensuring efficient allocation of resources to meet strategic objectives and operational needs
Our take
Over the last two decades the subscription economy has grown exponentially. Many companies are no longer selling "product units" and instead embrace these recurring revenue streams. But, whilst subscription-based businesses are flooding the market, making the transition is far from easy or simple.
Zuora helps companies launch and manage subscription-based businesses. Having started with Zuora Billing, the company has expanded its product portfolio to include Zuora Revenue, Zuora Collect and Zuora Central Platform. It's also gained big-name clients, including Zoom, Ford and Sony.
Set within this fast-growing economy, Zuora has attracted serious investment after its 2018 IPO. This fuelled the company's international expansion and allowed it to launch consumption-based billing and revenue recognition tools. Lately, it has been working to integrate AI enhancements into its offering.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2015
$115m
SERIES F
Sep 2013
$50m
SERIES E
Total funding: $242.5m
Company benefits
- Company equity
- Retirement programs
- Medical, dental and vision insurance
- Paid holidays and “wellness” days and company wide winter break
- Generous, flexible time off
- 6 months fully paid parental leave
- Learning & Development stipend
- Opportunities to volunteer and give back, including charitable donation match
- Free resources and support for your mental wellbeing
Company HQ
Redwood Shores, Redwood City, CA
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