We are looking for an amazing Manager of Customer Success - MassMarket to join our team. You will build strong relationships with customers and direct reports alike, ensuring successful deployment of Zoom products and services. Your efforts will promote customer satisfaction and happiness.

Responsibilities:

• Coach & mentor your team of Customer Success Professionals to develop and customer engagement skills and competencies for the SMB and Commercial segments.
• Help manage, recruit, coach, train and develop a growing and energetic team of accomplished Customer Success professionals ensuring all processes, policies and work practices are followed to the highest standards.
• Facilitating and owning experiences and being an escalation point to different cross-functional teams at Zoom, on behalf of the customer.
• Have an ability to help develop strategic team projects and KPIs for their respective CS team.
• Manage 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 manage with senior support.
• 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.
• Help with high priority requests or issue escalations as needed.

Requirements:

• Bachelor's degree and/or equivalent years of experience
• 8+ years of SaaS software industry experience with a minimum of 3 years of current management experience within the SMB or Commercial class.
• Strong product knowledge of AV Collaboration.
• 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.
• Flexibility to travel.

Colorado Salary Range or On Target Earnings:

Minimum:

$126,360.00 USD

Maximum :

$233,730.00 USD

In addition to the base salary and/or OTE listed, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus and equity value. Information about Zoom’s benefits is here. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in other locations.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

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.

All your information will be kept confidential according to EEO guidelines.

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