Customer Success Manager - Upmarket Accounts - Eastern Region

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About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you'll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.
We are looking for an amazing Customer Success Manager (CSM) to join our team. The ideal candidate will be focused on large customer accounts (managing 1.3 Million in MRR total) building strong relationships with customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.
ABOUT THE ROLE:

• The CSM is the Trusted Advisor, manages deployment, and product adoptions for customer accounts
• Conduct business reviews with assigned client base
• Responsible for identifying opportunities for account expansion
• 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
• 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
• Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results

REQUIREMENTS:

• 2+ years experience and a proven track record servicing strategic accounts
• BA/BS degree or equivalent work experience
• Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS and audio video vendors 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
• Ability to be resourceful and to work in a fast paced, every changing environment
• CRM experience with Totango or Gainsight is 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 preferred
• Great interpersonal skills with a positive attitude
• Flexibility to travel when needed

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. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [email protected] .
At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here .
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