Zuora Subject Expert (Reporting)

Zuora

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Zuora Subject Expert: Reporting and Analytics

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.
  • Familiarity with data analytics, data exports and creating board-level KPI’s preferred.
  • Must have excellent Excel, Word, Google Sheets, Google Docs, Google Slides skills including being able to use mail merge, conditional logic and vlookup.
  • 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.
  • 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, reporting and insights 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 5 hours ago. Posted 30+ days ago.

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