Job Title: Customer Success Manager
About the Role
We are seeking experienced Customer Success Managers to join our team at Workvivo, a digital experience platform dedicated to amplifying workplace culture and fostering employee inclusion. As part of Zoom, we align with our mission to prioritize people, enabling meaningful connections, modern collaboration, and driving innovation in businesses and individual interactions.
Key Responsibilities
1. Develop strong relationships with customers to deliver exceptional customer experiences and drive business adoption of Workvivo throughout the post-launch journey.
2. Become a subject matter expert on employee engagement and internal communications, providing insights and recommendations to enhance customer outcomes.
3. Own agendas for weekly/biweekly calls, record cadence via the CRM system, and deliver Executive Business Reviews to key customer stakeholders.
4. Work closely with customers to understand their desired business outcomes, develop key performance indicators (KPIs), and translate customer feedback into product direction and strategy as 'voice of the customer'.
Requirements
1. Strong communications skills in English, as well as one additional language, either French or Spanish.
2. Ability to communicate effectively verbally, in one-to-one, group, and formal presentations, and convey technical problems to non-technical people.
3. Able to think laterally and strategically with a focus on continuous improvement, producing well-structured and clear customer-facing documentation and reports.
4. Excellent competency in Customer Success techniques and approaches, proactive approach to problem-solving, and creative thinking.
5. Able to identify and promote business benefits to clients with consultancy skills, excellent customer service skills, and responsiveness to customers.
6. 4+ years of Customer Success experience.
Our Culture
We value diversity, equity, and inclusion, and strive to create a workplace culture that is welcoming and inclusive for all employees. We believe in empowering our employees to make a positive impact, whether through work, volunteering, or other activities. Our goal is to help our customers achieve their goals and improve their overall quality of life.