Zuora Subject Expert (Billing)

Zuora

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Zuora Subject Expert (ZSE): Billing

 

The Customer Success Zuora Subject Matter Expert (SME) is a new customer facing role that sits in the CSM team at Zuora. As such, we need well-rounded “athletes” who can:

 

  • Serve as a Zuora Subject Matter expert in the Subscription Economy to help customers optimize and grow their business via a streamlined quote-to-cash process.
  • Take complex ideas and communicate them in a simple, elegant way. 
  • Go deep on the product and engage with customers in new, creative ways. 
  • Anticipate customer needs and requirements by serving as the customer’s voice to the entire Zuora organization, including product, marketing, professional services and sales.

 

Responsibilities:

  • Must cultivate and maintain effective working relationship with a variety of stakeholders such as customers, senior management, support, product and engineering amongst others.
  • Comfortable in creating, documenting and executing use cases in your test environment based on customer discovery calls and derived needs.
  • Be able to articulate best practices, and create and present recommendations to customers.
  • Comfortable in articulating to customers alternative solutions and the associated pros and cons while making one specific recommendation.
  • Ability to effectively prioritize and time manage multiple projects/customers 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.

 


Requirements:

 

  • Passionate about customer success.
  • A minimum of 2-5 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.
  • 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.
  • BA/BS/MS/MBA (or equivalent) in a related discipline.
  • Must have excellent Excel, Word, Google Sheets, Google Docs, Google Slides skills including being able to use mail merge, conditional logic and vlookup.
  • Completed all applicable Z-University courses and associated certifications within 6 weeks of date of hire. These certifications must be maintained.
  • Articulate and demo Zuora’s billing functionality, Zuora object model and ecosystem, the competitive landscape, relevant 3rd party integrations, applicable Connect apps, dev tools Zuora’s charge models and product catalog within 8 weeks of hiring (we’ve got the training and support to get you there).
  • 10-15% travel



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Confirmed 15 hours ago. Posted 29 days ago.

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