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Zuora // cloud subscription management platform
Atlanta, GA    Posted: Thursday, August 15, 2019
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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.

Service Delivery:
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.

Technology experience:
ERP, CRM, accounting systems, provisioning systems. Experience in Telecom & Media, Enterprise Software or IoT industries
Billing & payment platforms
Salesforce platform
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

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