Strategic CX Manager

What you can expect

In this role, you'll proactively manage onboarding programs for enterprise-level customers, ensuring ongoing success by understanding motivators, strategic goals, and business outcomes. You'll consult on internal communications and engagement, create success plans, and influence adoption. Responsibilities also include facilitating workshops on best practices, conducting Executive Business Reviews, and building thought leadership on employee communication and engagement. You'll represent the Voice of the Customer by engaging with Product and Engineering teams for continuous improvements.

About the Team

Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation.

Responsibilities

• Managing programs proactively for your enterprise-level customers to ensure ongoing success

• Understanding the motivators, strategic goals and desired business outcomes for your customers

• Consulting with your customers on their internal communications and employee engagement strategies

• Creating success plans for your customers and proactively influencing them to ensure adoption, expansion, and loyalty

• Facilitating workshops on best practices around sponsorship, governance, adoption, platform maturity, and adoption techniques

• Conducting regular Executive Business Reviews and checkpoints with customer champions within C-suite and executive leadership

• Harvesting and building thought leadership and best practices on employee communication and employee engagement

• Representing the Voice of the Customer by engaging with Product and Engineering teams, enabling continuous improvements

What we’re looking for

• 8+ years experience with B2B SaaS customer success or consulting experience working with global enterprise level customers

• Have experience in leading technology solution implementations

• Have experience managing a revenue portfolio of enterprise-level customers

• Have previously successfully onboarded customers

• Be customer obsessed, passionate about the future of work and driving positive impact for your customers

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

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