Customer Success Manager - Workvivo

Location: Eastern, Central and possibly Mountain Time Zones ONLY (depending on location to a Zoom/Workvivo office or hybrid work office, requirement of reporting into an office of twice per week)
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. From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.
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.
As part of the ongoing global expansion of Workvivo, we need the best Customer Success Managers to deliver the ultimate customer experience, partner with our customers to deliver a fantastic employee experience and continue to meet our growth ambitions.
Responsibilities

• Become a subject matter expert on employee engagement & internal communications.
• Deliver Executive Business Reviews to key customer stakeholders.
• You will be commercially astute with a capacity to recognize when escalation is necessary.
• Assist with technical troubleshooting.
• Be ready to collaborate with Project Managers, Product, Sales and Marketing.
• Translate customer feedback into product direction and strategy as ‘voice of the customer’.
• Provide Best Practices and guidance on how to increase adoption based on a mixture of customer case studies and performance trends.
• Own agendas for weekly/biweekly calls, record cadence via the CRM system.
• Pull and analyze metrics.
• Be responsible for ongoing relationship-building and driving business adoption of the Workvivo product for customers throughout the post-launch journey.
• Understand desired customer business outcomes, developing key performance indicators (KPIs).
• Additionally, you will work with the Director of Customer Success to develop and enhance post-launch Best Practices and collateral required for successful adoption of Workvivo product.

You Have

• 3+ years of experience in a CSM SaaS role with an Employee Engagement platform highly preferred
• Ability to travel when necessary to meet with regional clients in person
• Provide excellent customer service skills –hugely responsive internally and to customers.
• Excellent relationship builder.
• Excellent communication skills written, verbal, one-to-one, group, formal presentations. Able to produce well-structured and clear customer facing documentation and reports.
• Strong consultancy skills with the ability to identify and promote business benefits to a client Ability to think laterally and strategically.
• Excellent presentation skills at all levels.
• Strong competency in Customer Success techniques and approaches.
• Challenges the status quo and seeks continuous improvement.
• Enable fast decision making to keep track of deadlines and agendas.
• Ability to communicate technical problems to non-technical people.

Performance KPI’s
CRM hygiene
Customer user adoption rates
Customer renewal rates
Customer satisfaction / NPS
Minimum
Salary Range or On Target Earnings:
$73,200.00
Maximum
$178,400.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Information about Zoom’s benefits is on our careers page here.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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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We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
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