Strategic Customer Experience Manager

7 months ago

Sydney, Australia Zoom Full time

Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.

Workvivo is 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.

**Key Responsibilities**:

- Proactively own and programme manage the success of a portfolio of enterprise-level customers
- Understand the motivators, strategic goals and desired business outcomes for your customers Consult with customers on their internal communication and employee engagement strategy
- Create success plans for your customers and positively influence to ensure adoption, expansion and loyalty
- Build and maintain trusted advisor relationships at the Executive level
- Challenge leaders to continuously drive change across their organisation
- Facilitate workshops on best known practices around sponsorship, governance, adoption, platform maturity, and adoption techniques
- Be an expert on the Workvivo Platform, with a deep understanding of our technology and content
- Conduct regular Executive Business Reviews and checkpoints with customer champions in the C-suite and executive leadership
- Harvest and build thought leadership and best practices on employee communication and employee engagement
- Represent the Voice of the Customer and share your customer expertise with the Product and Engineering teams to drive platform improvements and contribute to the product roadmap

**Role Characteristics Needed**
- 8+ years of B2B SaaS customer success or consulting experience working with global enterprise-level customers
- Drive, ambition and great positive attitude
- Adapts and thrives in a fast-paced environment
- Challenges the status quo and seeks continuous improvement
- Proven ability to collaborate with cross-functional teams to achieve successful outcomes
- Establishes self as trusted partner and builds strong relationships with customer stakeholders, especially at the Executive level
- Experience in leading technology solution implementations
- Strong business and commercial acumen with previous experience managing a revenue portfolio of enterprise-level customers
- Excellent communication and presentation skills
- Passionate about the future of work and positively impacting the working lives of people in large organizations
- Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of Workvivo and advocate for customers’ needs

**Performance KPIs**:

- Customer on-boarding success
- Customer user adoption rates
- Customer renewal rates
- Customer satisfaction / NPS

**Our Customer Focus**:

- When a customer partners with us, we want them to be energized by our platform and our team.
- We want Workvivo to be known for its incredible customer experience at every touchpoint. We are totally customer centric. We strive to go above and beyond to help customers and provide them with an incredible experience every time.
- We want the highest adoption of our platform and we want to help customers achieve this.
- We want all customers to feel that they are important and we need to help them achieve the most value from Workvivo.
- We always look for what additional value we can bring.

We can’t be a customer-centric company if we don’t first take care of our team. We want working in Workvivo to be a great experience for our people
- We want our team members to share and contribute to our fantastic culture and passion for employee engagement.
- We want you to enjoy this role and celebrate successes with our team. We will make sure you are equipped to do the best job possible

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, emotio

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