Manager, Customer Success Operations (North America)
Summary:
As the Manager of Customer Success Operations, you will apply your experience and knowledge to help the Customer Success Organization better serve our external customers through tools and processes that move the needle concerning productivity, tracking and scale for the CS teams.
Responsibilities:
- Manage a team of CS Operations specialists supporting defined business units
- Manager a team CS Customer Communications specialists
- Support the strategy for CS Operations and customer communications growth and effectiveness
- Establish repeatable CSOPs team processes, with defined timing, deliverables, and reporting to drive accountability
- Measure the impact and intended outcomes of department projects, programs and campaigns
- Engage with Customer Success Leadership to understand their Operation needs
- Help deliver tools/programs/processes that address the prioritized set of business needs and enable the CS organization to achieve more value to our customers efficiently.
- Promote overall quality improvements within CS tools and techniques.
- Work with CS Leadership roles to ensure full department understanding on priorities
About You
- 5+ years' experience in operations functions.
- 2+ years management experience
- Excellent presentation and communications skills -Comfortable and engaging delivery style
- Previous Training / Workshop delivery and Group facilitation experience- live and virtual
- Previous program/project management experience in a services organization
Preferred Qualifications:
- Ability to quickly adapt based on business needs
- Ability to engage and drive trust with internal teams to foster collaborative partnerships
- Ability to work effectively and manage multiple projects and tasks concurrently
Benefits
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.
Colorado Salary Range or On Target Earnings:
Minimum:
$101,070.00 USD
Maximum :
$187,020.00 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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