Enterprise Services Manager Engineer

Zuora’s customers have their primary business goals as a priority, and Managed Services is our solution for allowing them to maximize on their priorities. As a Managed Services Engineer you will be part of a dedicated team, available 24X7 to respond to customer needs, and monitor their Zuora activity and platform. You will monitor the customer’s workflows and anything in the platform that could impact them. You’ll also react to incidents, troubleshoot problems and act on behalf of the customer to resolve them where appropriate. You are the face of Zuora to the customer and will work with other Zuora teams in management of our services. We welcome you to be a part of this brand new value add service.

The Enterprise Services Managers (ESM) will be overseeing the delivery and the success of the services for your customers. A dedicated team will be available 24X7 to respond to customer needs, and monitor their Zuora activity and platform. Your responsibility is to make sure the Managed Services team monitors the customer’s workflows and anything in the platform that could impact them. They’ll also react to incidents, troubleshoot problems and act on behalf of the customer to resolve them where appropriate. You are the face of Zuora to the customer and will work with other Zuora teams in management of our services.

If this sounds like something you’d love to do, and would like to be the among the first to support this new service... 

Then joining the team here should be your next logical choice!

WHAT YOU’LL ACHIEVE

• Plans, directs, and monitors operational/tactical activities of a highly matrixed global team across regions.
• Responsible for leading the Managed Services team for a set group of customers
• Assisting with testing and/or implementation of new services working with other Zuora teams
• Monitoring and managing Zuora workflows and process on behalf of customers when appropriate
• Helping engineers with troubleshooting problems that arise
• Ensuring that any service disruptions are addressed and resolved in a timely manner regardless of technical team responsible for resolution
• Providing reports to customers on activity, failure rates, work volume, etc.
• Observing day to day operations and making recommendations for enhancements to workflows and/or business processes
• Working with GS and other Zuora teams on enhancements for customers

• Manage knowledge transfer and process documentation
• Provide vendor oversight to 3rd party partners to ensure seamless integration and process flows
• Assist in the evaluation and improvement of the onboarding/offboarding procedures
• Participate and influence in creation of team strategy
• Provides some technical as well as people leadership
• This is not intended to be an exhaustive list of duties or responsibilities; at times other duties may be assigned as needed.

WHAT YOU’LL NEED TO BE SUCCESSFUL

• 4+ years in an engineering environment as a senior engineer or lead.  
• Technical aptitude and ability to assist engineering teams with process and technical solutions. 
• Enjoy interacting with multiple internal stakeholders (such as Sales, Marketing, Customer Success, GS, Product Management and Support). Also with Customers and Partners
• Strong written, verbal communication and presentation skills including the ability to build effective presentations.
• Ability to build, lead and execute strategy in a cross-functional environment.
• Strong tolerance for ambiguity; able to focus and execute in a changing environment; ability to make things happen.
• Self-starter who truly enjoys working in a fast-paced high volume transaction environment.
• AS/BS in computer science, engineering, or other related major is a plus
• Previous hands-on experience with one or more Managed Service offerings is a plus.  
• Hands-on experience with Zuora products is a plus. 
• Ability to travel is a plus.

OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the best selling book Subscribed). 

As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership!

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit www.zuora.com