Manager, Zuora Subject Expert

Zuora

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Manager, Zuora Subject Expert - India

 

The Customer Success Zuora Subject Expert (ZSE) Team is new and growing. This role will be the founding member of our India ZSE team. The ZSE team in India is set to grow pretty expansively in both number and responsibility as it plays a vital role in helping our customers resolve technical issues and business cases as our customers continue to expand their businesses in the subscription economy. This manager will help build, onboard and train a team of ZSE’s that support our customers around the world.    As such we need a team player that can be resourceful, creative and a great manager in addition to the following:

 

  • Establish creative new ways to serve our customers with the same high-level of standard from India.
  • Lead and grow your team in both technical acumen and efficient customer friendly resolutions.
  • Take complex ideas and communicate them in a simple, elegant way. 
  • Anticipate customer, colleagues and business partner needs and requirements by serving as the customer’s voice to the entire Zuora organization.

 

Responsibilities:

 

  • Onboard, train and uphold extremely high-standards when working with customers.
  • Coordinate and lead weekly team meetings.
  • Coordinate and lead weekly 1:1’s
  • Continuously enhance the methodology of our projects, expertise and resolution times.
  • Attend weekly management meetings
  • Determine, assign, deploy and manage resources for projects success.
  • Monitor the progress of ZSE Requests and adjust as necessary to ensure the successful completion and delivery of solutions to customers’ satisfaction.
  • Manage forecasting, scheduling, utilization and production of resources.
  • Prepare and present quarterly forecasts and performance of ZSE team India function.
  • Provide ongoing progress to management team using relevant reporting tools and dashboards.
  • Be able to articulate best practices, and create and present recommendations to customers.
  • Ability to effectively prioritize and time-manage multiple projects concurrently to resolution.
  • Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact.
  • Recommend areas of improvement to product development teams in performance and feature capabilities that will improve our customers' successful use of Zuora, drive adoption and discover new revenue opportunities.
  • Deliver high customer satisfaction - our all-time customer satisfaction rating is 95%.
  • Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
  • Make a measurable impact on one of the fastest growing companies in Silicon Valley.
  • Demonstrated ability to deliver and competing priorities in a rapidly changing environment.
  • Great team player with Can-do attitude.  
  • Strong communication skills with a track record of working with and collaborating with teams
  • Willing and able to both lead a team and be hands-on.


Requirements:

 

  • 6-10 years experience supporting, implementing Saas, ERP or ‘Quote to Cash’ as a business analyst or customer facing role. Previous ERP, General Ledger, Payment Services, CRM(Salesforce), Billing or other e-business suites highly preferred.
  • 3+ years of experience in leadership role, ideally scaling and building teams 2x-5x in size.
  • Experience scaling and managing 10+ person teams while working with international counterparts
  • Passionate about customer success.
  • Must have excellent Excel, Word, Google Sheets, Google Docs, Google Slides skills including being able to use mail merge, conditional logic and vlookup.
  • Excellent analysis, troubleshooting, and problem solving skills.
  • Propensity for hard work and a willingness to perform different roles as required.
  • Displays leadership qualities and works well with others.
  • Be Scrappy. You’ll need the ability to successfully drive projects in a startup environment (resourcefulness, creativity and initiative are paramount)
  • Strong writing skills that include the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries.
  • Commitment to building a world class team with equal amounts of team camaraderie and empathy for our customers
  • BA/BS/MS/MBA (or equivalent) in a related discipline.



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Confirmed 15 hours ago. Posted 29 days ago.

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