Senior Program Manager, Customer Experience

Customer Primacy | Remote

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Our Vision & Mission

For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora’s leading, cloud-based software solution automates all subscription order-to-revenue operations in real-time for any business. Companies in any industry can launch new businesses, shift products to subscription, implement new pay-as-you-go pricing and packaging models, gain new insights into subscriber behavior, and disrupt market segments to gain competitive advantage. 

Team & Role

The Customer Primacy team defines, drives, and coordinates our central strategy around customers – including the overall customer experience, integrated customer data, and measurable customer value. Customer Primacy consists of a small, full-stack team that works closely with all parts of the organization, from Marketing to Customer Success, to partner on initiatives and make Zuora a more customer-centric organization. Success is measured by helping the company increase NPS, decrease churn, and improve overall net retention. 

Seated within Customer Primacy team, the Customer Experience (CX) group’s objective is that all Zuora customers at all lifecycle stages – from pre-sale through implementation to live and through renewal – benefit from positive and valuable interactions using Zuora products, working with Zuora staff, learning from Zuora knowledge resources, receiving and responding to Zuora communications, and connecting with their peers in the Subscription Economy.  We work cross-functionally with teams across Zuora to ensure that, because of the positive and valuable interactions that make up our customers’ Zuora experience, our customers want to stay and grow with Zuora, and recommend Zuora to others.  We also strive for ZEOs across Zuora to empathize with our customers, to understand what is positive and valuable for them, and to invest in creating and constantly improving excellent customer experiences with every interaction.

As a Senior Program Manager, Customer Experience you’ll focus on executing the programs within Zuora’s Customer Experience (CX) group’s charter, inclusive of the overall customer journey, the customer communications throughout that journey, our Voice of the Customer feedback initiatives, and the various ways our customers interact with our products, our people, and their peers.

Join us and make shift happen! 

What You’ll Do & Achieve 

  • Create, manage, and deliver a cross-functional, lifecycle-spanning Customer Communications calendar and program
  • Oversee and provide coordination across Zuora’s “Voice of the Customer” (VoC) programs, including:
    • Manage logistics, execution, iteration, and analysis of Zuora’s Net Promoter Score (NPS) program
    • Manage Zuora’s Customer Interviews program, including honing of the process and delivery of feedback to appropriate teams
    • Plan and run Zuora Advisory Group (ZAG) virtual and in-person customer events, and develop ZAG membership and communications mechanisms (ex. nomination process)
    • Coordinate other VoC touchpoints – including Implementation Surveys, Post-Training Surveys, and Support Ticket Ratings – to help ensure consistency and actionability
  • Participate in and help run the cross-functional CX “team of teams” agenda, meetings, and accountability

What You’ll Need To Be Successful

  • 5+ Years in a customer-facing role within an enterprise software or software-as-a-service organization
  • Familiarity with implementation and support of financial, ERP, CRM or other large scale business systems 
  • Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
  • Attention to detail and a stickler for accuracy, especially in creating and running data-driven programs
  • A passion for customer engagement and service mentality
  • Proven record of creating and maintaining business partnerships and relationships
  • “Do-er” mentality with a hands-on, passionate, curious, persistent approach and the grit to get things done
  • Resourceful and creative problem-solving skills in order to provide optimal business or technical solutions
  • Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients, both in-person and virtually/remotely across geographies
  • Demonstrated effectiveness at facilitating events or workshops, including excellent communication and presentation skills, both verbal and written
  • Outstanding presentation development and delivery skills, with the ability to speak to end-users and C-level executives
  • Excel in a collaborative, team environment while able to work independently with minimal supervision
  • Outstanding organizational skills and the ability to manage multiple tasks and requests
  • Bachelor’s Degree or equivalent experience
  • Travel up to 25% of the time (including some possible international travel)

About Zuora

Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-cash process, including billing and revenue recognition. 

At Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our rating on Glassdoor. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo. 

At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an equal opportunity employer committed to creating an inclusive environment for all.  To learn more visit www.zuora.com.

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