Strategic Customer Experience Manager

4 days ago

Sydney, New South Wales, Australia Zoom Video Communications Full time

Strategic Customer Experience Manager - APJ (Based in Sydney or Melbourne)

What you can expect

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.

About the Team

Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included. We are committed to our customers, obsessed with improving employees' working lives, and driven by results. Workvivo is a 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.

What we're looking for

  • 7+ years experience with B2B SaaS customer success or consulting experience working with global enterprise level customers.
  • Be a good communicator who can influence strategic decision-making by delivering compelling presentations to multiple C-Suite stakeholders.
  • Be a revenue-focused professional with a proven track record of driving growth and retention while managing a portfolio of enterprise-level customers.
  • Be a customer success expert who can accelerate time to value by successfully onboarding customers and ensuring seamless adoption.
  • Be a customer champion who is passionate about the future of work and committed to driving measurable impact for customers.

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
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.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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.

Our Commitment
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 assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability.

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