Zuoras 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, & disrupt market segments to gain competitive advantage.
Your Mission: We are seeking a Global Services professional to build, lead & scale a best-in-class Customer Delivery function to support Zuoras growth ambitions: to be the company to whom the worlds best companies turn to for driving the technology and
business transformations necessary to win in the Subscription Economy. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, & ongoing strategic support that increases satisfaction,maximizes the Zuora experience & ultimately drives revenue retention & growth. We win when our customers win.
As our Global Services Manager you will manage day-to-day project implementations & long term strategic business expansion of Zuora products. A Global Services Manager 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 role 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.
What youll do & achieve:
Support customers in Zuora implementation & assist with accelerating time to revenue for the customer & Zuora.
Define operational metrics, objectives & key results for the Customer implementations & communication of these to peers & leadership.
Serve as a key Voice of the Customer internally at Zuora, as well as serve as a partner with Product & Engineering for strategic customers.
Occasionally Conduct workshops to document business processes, identify opportunities for improvements & gaps in best practices, & create & present recommendations to customers who have deployed Zuora Billing & Revpro.
Anticipate customers future needs & requirements by serving as the customers voice to the entire Zuora organization, including product, marketing, professional services & sales
Occasionally identify where & how Zuora capabilities can deliver incremental business value
Recommend solutions to changing client requirements & emergent problems by carefully identifying & assessing all risks & benefits of possible approaches
Drives adoption through innovation, product demonstration & customer alignment
Works closely with the Implementation Team & is responsible for managing the end-to-end solution design.
Occasionally conduct requirements gathering & analysis sessions with clients.
Manage FIT/GAP analysis on Business requirements
Oversee Design of functional & technical solutions, including process flows,technical customizations & integrations, based on customer requirements.
Occasionally configure & test Zuora products to meet the approved designs.
Support the customer with regular calls to answer functional & technical questions.
What youll need to be successful:
10+ Years in a Customer-facing or Consultant role within an enterprise software or software-as-a-service organisation.
MBA, or Chartered Accountant, or Engineering Degree, or Degree with higher relevant experience
Strong domain knowledge in Quote-to-Cash & Finance
Hands-on experience with implementation & support of Financial, ERP, CRM or other large scale business systems
Strong operational discipline with an analytical, process-oriented mindset & a data-based approach to decision making & assessment
A passion for Customer Engagement & service mentality
Proven record of creating & maintaining business partnerships & relationships do-er mentality with a hands-on, passionate, curious, persistent approach & the grit to get things done
Strong ability to align technical concepts & features to business needs
Resourceful & creative problem solving skills in order to provide optimal business or technical solutions
Excellent oral & written communication skills along with an ability to work cross-functionally with a broad range of internal & external clients
Demonstrated effectiveness at facilitating workshops as well as excellent communication & presentation skills, both verbal & written
Outstanding presentation development & delivery skills, with the ability to speak to end users & C-level Executives
Excel in a collaborative, team environment while able to work independently with minimal supervision
Outstanding organizational skills & the ability to manage multiple tasks & requests
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
Experience working with a cross-functional & geographically dispersed team & customer base.