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Zuora // cloud subscription management platform
 
new york    Posted: Thursday, September 05, 2019
 
   
 
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JOB DETAILS
 

Customer Success Manager - RevPro


About Zuora
We are in the midst of a once-in-a-century shift in business models. Consumers are choosing
outcomes over ownership. The world is shifting to subscriptions. Zuora is The Subscription
Economy Leader, at the heart of this shift, enabling business & subscriber freedom across the
globe. Zuoras leading subscription management platform helps businesses in any industry to
launch or shift products to subscription, implement new pay-as-you-go pricing & packaging
models, gain new insights into subscriber behavior, open new revenue streams, & disrupt
market segments to gain competitive advantage. In short, Zuora is Powering the Subscription
Economy with our unified order-to-cash system. Zuora supports over 1000 customers
worldwide including Dell, Vivint, Schneider Electric, Box, The Financial Times, & General
Motors. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Denver,
San Francisco, London, Paris, Beijing, Sydney, & Tokyo.


Zuora RevPro


Zuora RevPro is the leading revenue recognition & forecasting solution, with a proven track record of more than $250 billion in revenue under management. RevPro is part of Zuora's order-to-cash product portfolio which creates a one-stop shop for automating financial operations. RevPros rules-based engine automates even the most complex revenue processes to produce
consistent & accurate revenue data quickly & easily. It integrates with any ERP or works as
a stand-alone solution & is deployed under a convenient on-cloud model. And, in an industry
guided by ever-evolving standards, its reassuring to know RevPro complies with both ASC 606
and IFRS revenue standards.
The Customer Success Manager(CSM) manages both the day-to-day operational & long term
strategic business relationship with Zuoras RevPro key strategic customers. They play a pivotal
role in ensuring that Zuora RevPro is viewed as & remains a strategic technology & business
partner. The CSM promotes adoption of Zuoras products & services & positions Zuora to
meet the current & future business requirements of our customers. The CSM will also play a
critical role in managing customer escalations & proactively communicating upcoming product
changes & enhancements. Cultivating key customers as Zuora advocates in the Zuora
community & subscription economy is a requirement for this role.
The CSM will have excellent working relationships with other representatives of Zuora who will
be active within their account(s). Specifically, a strong collaborative partnership with the Sales,
Support, Services & Product teams will be key to this role. The CSM is a positive advocate for
the customer within Zuora & will be a professional representative at all times in this post-sale
role.

Responsibilities

Work solely with enterprise customers to develop a success plan that outlines how RevPro willbe addressing their critical needs both immediately & in the future
Trusted Advisor for key business owners & executives including CxOs
Cultivate relationships with key customer roles from functional owners to senior management
Proactively communicate relevant application, infrastructure, & product changes
Possesses the ability to interface with C-level executives to drive program strategy & ROI
Proactively identify where & how Zuora capabilities can deliver incremental business value
Frequent multi-level communications through executive business reviews, QBRs, etc.
Aligns the customer roadmap to Zuora current capabilities & future product direction
Recommend solutions to changing client requirements & emergent problems by carefully
identifying & assessing all risks & benefits of possible approaches
Build account expansion plan with Account Executive with clear objectives, requirements andaction plan that delineates roles, responsibilities & target timelines with the aim of driving value within their current contract with Zuora.
Ensure satisfactory resolution of Zuora-related technical issues, including coordination of cross-departmental Zuora resources (e.g., support tickets, Professional Services engagements)
Make recommendations & manage communication plans between Zuora & its clientsorganizations
Drives adoption through innovation, product demonstration & customer alignment
Coordinate with Sales Account Executive to support active sales campaigns
Serves as a liaison to other Zuora resources in Product, Services, & Sales, as needed
Defines & executes a Success Plan addressing conflict along the way
Qualifications
4 year degree in a technology & or business related field
Strong business acumen & ability to provide sound business judgment
3-5 years customer-facing experience in customer success, technical sales, or professionalservices
Experience in the high tech industry, preferable in a Software as a Service (SaaS) environment
Background in Accounting or Revenue Recognition is a plus
Strong account management, client service and/or management consulting experience
Successful candidates must have strong communication & problem solving skills, customer focus & results orientation
Executive presence. Comfort with ambiguity & C-level communication
Proven ability to present technical concepts effectively to diverse stakeholder groups & to engage effectively with senior executives of large enterprises on both technical & business topics
In depth knowledge of scalable Enterprise web applications (CRM, CPQ, ERP, GL)
Experience working with a cross-functional & geographically dispersed team & customer base.
Travel up to 40% of the time (including some possible international travel)

 
 
 
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