Sr. Program Manager Customer Experience

Profile

u003cpu003eu003cstrongu003eDepartment:u0026nbsp; Customer Primacyu003c/strongu003eu003c/pu003enu003cpu003eu003cstrongu003eJob Title:u0026nbsp; Senior Program Manager, Customer Experienceu003c/strongu003eu003c/pu003enu003cpu003eu003cstrongu003eOur Vision u0026amp; Missionu003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eFor the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eTeam u0026amp; Roleu003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eThe Customer Primacy team defines, drives, and coordinates our central strategy around customers – including the overall customer experience, integrated customer data, and measurable customer value. Customer Primacy consists of a small, full-stack team that works closely with all parts of the organization, from Marketing to Customer Success, to partner on initiatives and make Zuora a more customer-centric organization. Success is measured by helping the company increase NPS, decrease churn, and improve overall net retention.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eSeated within Customer Primacy team, the Customer Experience (CX) group’s objective is that all Zuora customers at all lifecycle stages – from pre-sale through implementation to live and through renewal – benefit from positive and valuable interactions using Zuora products, working with Zuora staff, learning from Zuora knowledge resources, receiving and responding to Zuora communications, and connecting with their peers in the Subscription Economy.u0026nbsp; We work cross-functionally with teams across Zuora to ensure that, because of the positive and valuable interactions that make up our customers’ Zuora experience, our customers want to stay and grow with Zuora, and recommend Zuora to others.u0026nbsp; We also strive for ZEOs across Zuora to empathize with our customers, to understand what is positive and valuable for them, and to invest in creating and constantly improving excellent customer experiences with every interaction.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAs a Senior Program Manager, Customer Experience you’ll focus on executing the programs within Zuora’s Customer Experience (CX) group’s charter, with a special focus on coordinating and delivering the customer communications throughout that journey.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eJoin us and make shift happen!u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cstrongu003eWhat You’ll Do u0026amp; Achieveu003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eManage, coordinate, and deliver a cross-functional, lifecycle-spanning Customer Communications calendar and program, focused on generating adoption and attainment of value, growth via upsell/cross-sell, and advocacy of Zuora among customer recipientsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eMaintain and improve customer data flows and quality, to help ensure that our customer contacts can be consistently reached with the appropriate messages and given a top-notch customer experienceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eParticipate in the cross-functional CX “team of teams”, helping to smooth and track high-friction lifecycle milestones, including onboarding, go-live, and renewalu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAssist with coordination, analysis, and dissemination of findings across Zuora’s “Voice of the Customer” (VoC) programs, including Zuora’s Net Promoter Score (NPS) program, Customer Interviews program, Zuora Advocacy Group, and moreu003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eWhat You’ll Need To Be Successfulu003c/strongu003eu003c/pu003enu003culu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e5 Years in a customer-facing role within an enterprise software or software-as-a-service organizationu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eFamiliarity with implementation and support of financial, ERP, CRM or other large scale business systemsu0026nbsp;u003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eStrong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessmentu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eAttention to detail and a stickler for accuracy, especially in creating and running data-driven programsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eA passion for customer engagement and service mentalityu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eProven record of creating and maintaining business partnerships and relationshipsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003e“Do-er” mentality with a hands-on, passionate, curious, persistent approach and the grit to get things doneu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eResourceful and creative problem-solving skills in order to provide optimal business or technical solutionsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients, both in-person and virtually/remotely across geographiesu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eDemonstrated effectiveness at facilitating events or workshops, including excellent communication and presentation skills, both verbal and writtenu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOutstanding presentation development and delivery skills, with the ability to speak to end-users and C-level executivesu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eExcel in a collaborative, team environment while able to work independently with minimal supervisionu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eOutstanding organizational skills and the ability to manage multiple tasks and requestsu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eBachelor’s Degree or equivalent experienceu003c/spanu003eu003c/liu003enu003cli style=font-weight: 400;\u003eu003cspan style=font-weight: 400;\u003eTravel up to 10% of the time (including some possible international travel)u003c/spanu003eu003c/liu003enu003c/ulu003enu003cpu003eu003cstrongu003eAbout Zuorau003c/strongu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAt Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our rating on u003c/spanu003eu003ca href=****style=font-weight: 400;\u003eGlassdooru003c/spanu003eu003c/au003eu003cspan style=font-weight: 400;\u003e. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eZuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo.u0026nbsp;u003c/spanu003eu003c/pu003enu003cpu003eu003cspan style=font-weight: 400;\u003eAt Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an equal opportunity employer committed to creating an inclusive environment for all.u0026nbsp; To learn more visit u003c/spanu003eu003ca href=****style=font-weight: 400;\u003ewww.zuora.comu003c/spanu003eu003c/au003eu003cspan style=font-weight: 400;\u003e.u003c/spanu003eu003c/pu003e}

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