Zoom
Hybrid
Full Time Posted 3 days ago

Job Type

Full Time

Job Details

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.
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Customer Success Manager (German speaking)