NEW role : Growth role : Client Manager
The Client Manager is a senior individual contributor & a member of the global professional services team. The Client Manager mission is to oversight a portfolio of Zuoras strategic customers throughout their lifecycle from presale stage to post going-live & beyond to ensure Zuora meets the customers business objectives & implements successfully Zuora solutions. A Client Manager will be responsible to ensure high customer satisfaction & to grow the business with the customer by the adoption of Zuoras solutions. Client Managers are business focused & own the Global Services relationships with the client as well as the P&L of their portfolio of customers.
Client Managers are expected to have a deep understanding of the customers business & its business objectives delivered by using Zuoras solutions & to build & nurture the relationships with the customers key stakeholders & partners. In case a system integrator is involved, the Client Manager assure close alignment between the System Integrator & Zuora on service relevant topics.
Support pre-sales activities for assigned opportunities on behalf of Global Services Management to position, present & sell Zuoras products & services with direct mapping to support a handful of account executives. Client managers will work in collaboration with the delivery managers, solution architects & the COE professionals assigned to the opportunity. Pre-sales activities & deliverables will include: participating in customers meetings & workshops, qualification of services opportunities, implementation scoping, timeline & level of effort estimations, & writing the statements of work. If applicable, the Client Manager manages the coordination between the system integrator, customer & Zuora the pre-sales activities for service relevant topics. The Client Manager will make sure that Zuoras proposal is reviewed & approved by the practice director. The Client Manager is responsible to ensure the Service Bookings Forecast is aligned with the Sales Forecast.
Client Managers are accountable for managing the relationships with clients during the delivery phases & the delivery managers lead the specific engagement under the Client Managers supervision. Both will ensure the implementation meets the customers objectives, expectations & the customers business needs as defined in the pre-sales phase & documented in the statement of work. The Client Manager is accountable that staffing plans are defined & maintained by the GS Delivery Managers for the assigned accounts in Zuora planning tools. In case a System Integrator is involved the Client Manager is establishing the governance & ensure good alignment between customer, Zuora & system integrator during project execution. Client Managers are responsible for the services revenue & booking Forecast for the assigned accounts.
Post Go Live / Nurturing:
The Client Manager manages both the day-to-day operational & long term strategic business relationship with Zuoras key strategic customers. The Client Manager plays a pivotal role in ensuring that Zuora is viewed as & remains a strategic technology & business partner. The Client Manager promotes adoption of Zuora products & services & positions Zuora to meet the current & future business requirements of our customers. The Client Manager will also play a critical role in managing customer escalations & proactively communicate upcoming product changes & enhancements. Cultivating key customers as Zuora advocates in the Zuora community & subscription economy is a requirement for this role. Finally, the Client Manager helps drive customers business initiatives & optimize their processes aligned with Zuoras technology to drive the growth & expansion of customer's business & the resulting growth of Zuoras footprint & volume of business.
Key skills & Experience:
At least 8-10 years of leading delivery & customer relations experience. Program management experience (SCRUM, PMI, Prince2, MSP certification is a plus).
In-depth knowledge & experience in implementing SaaS Enterprise software applications such as ERP or CRM.
Strong account / relationship management, client service and/or management consulting experience.
Capabilities to be successful in pre-sales activities & building account expansion plans.
Manage several engagements concurrently, potentially between 3 5 engagements.
Strong problem-solving skills, customer focus & results orientation.
Proven experience in mapping customer business initiatives & customer requirements to business applications solutions.
Able to effectively manage scope change within a project or program.
Excellent written & verbal communication skills with C-level & executives.
Business-savvy, with experience of building, maintaining & nurturing stakeholder relationships with customers, partners & Zuora internal stakeholders.
Attention to detail, planning, problem-solving & prioritisation skills.
Flexible, & strives to operate effectively in ambiguity.
Proficient in presenting technical concepts effectively to diverse stakeholder groups & to engage effectively with senior executives of large enterprises on both technical & business topics
Has experience in managing subcontractors & service partners.
Business savvy with experience in sales, implementation & churn management.
ERP, CRM, accounting systems, provisioning systems. Experience in Telecom & Media, Enterprise Software or IoT industries
Billing & payment platforms
Knowledge of Web Services, XML, SOAP, REST
Experience working with cross-functional & geographically dispersed teams & customer base with travel up to 60% of the time (including possible international travel).
Pride & passion in your work.
A thirst for knowledge.
Attention to details.
Honesty & integrity.
Action orientated & strong in execution.
Job title - Client Manager
Reporting to - Regional Practice Director
Location - Boston, NYC, Atlanta, or SF preferred, Remote acceptable