Manager, Customer Success Anz

1 month ago

Sydney, Australia Zoom Video Communications, Inc. Full time

This role is based in Sydney.

**Responsibilities**:

- Coach & mentor your team of highly motivated diverse set of Customer Success Professionals across the ANZ region to develop customer engagement skills and competencies. The territory span is across Australia and New Zealand.
- Help manage, recruit, coach, train and develop a growing and energetic team of talented Customer Success professionals ensuring all business processes, policies and work practices are followed to the highest standards.
- Facilitating and owning experiences and being an escalation point to various cross-functional teams at Zoom, on behalf of the customer.
- Has an ability to help develop strategic team initiatives and KPIs for their respective CS team.
- Manage the team to achieve quarterly goals, and provide clear reporting on metrics.
- Regularly assess team processes to proactively identify risk factors and new growth opportunities.
- Identify underperformance and coach for performance improvement
- Exemplify an outcome/results-oriented approach
- Work with other team managers / leaders to help make data-driven decisions, regularly analyzing and improving upon team processes by identifying risk factors and growth opportunities.
- Assist with high priority requests or issue escalations as needed.

**Requirements**:

- Bachelor’s degree and/or equivalent years of experience
- 12+ years of SaaS software industry and management experience
- Demonstrated Customer engagement and People management experience across the territory span for this role
- Strong product knowledge of AV Collaboration preferred
- Able to analyze trends, understand metrics and present to upper management.
- Great interpersonal skills with a positive attitude.
- Outstanding verbal and written communication skills in English, including experience conducting executive presentations.
- Ability to work independently with limited direction in a fast-paced environment.

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.

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.

**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.

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