What you can expect

We are looking for a Partner Customer Success Manager to play a key role in delivering happiness for our partners in the DACH region and the broader EMEA-based partner community.

About the Team

Customer Services play a crucial role in enhancing the customer experience at Zoom.
We build strong relationships with our partners, encourage product usage, and act as dedicated post-sales contacts for customers.
We provide customers with valuable resources to help them succeed with our solutions, effectively manage internal procedures, and collaborate across departments.
Our success is achieved through the consistent implementation of strategies with a commitment to excellence.

Responsibilities

Manage deployment and product adoption, maintain long-term relationships, and collaborate with internal stakeholders to achieve desired results.
Conduct onboarding training for new customers to help them reach their business goals.
Develop plans for expanded functional usage, provide use case examples, and communicate new feature releases.
Analyze customer account trends and provide feedback to ensure quality standards and customer requirements are met.
Perform ongoing meetings and create monthly reports to highlight customer successes and offer recommendations for further optimization.
Build upsell and cross-sell opportunities, and follow up on renewals to foster portfolio growth.

What we’re looking for

Proven track record in servicing strategic accounts and working with key channel partners.
Experience working with data, analyzing trends, identifying risks and opportunities, and using findings to drive strategy and actions.
Professional business-level proficiency in German and English, with the ability to present to executives and decision-makers.
Product knowledge in Video/Audio collaboration, with the ability to deliver customized presentations and demonstrations using web conferencing.
Experience with CSM-focused CRM tools, such as Salesforce and Gainsight.
Ability to work effectively with Channel Account Managers, Channel Program Managers, Account Executives, Solution Engineers, Product Management, and Zoom Executives.

Customer Success Manager (German speaking)