Subject Matter Expert - Billing

Customer Success | Chennai, Tamil Nadu, India

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Hello world! We’re 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 4.5+ 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.

Zuora Subject Expert

The Customer Success Zuora Subject Matter Expert (SME) is a customer facing role as part of Zuora Subject Expert and work closely with Sales Account management team to increase customer adoption among our install base of more than 1000 customers across the world, we need well-rounded “athletes” who can:

  • Serve as a Zuora Subject Matter expert in the Subscription Economy to help customers optimize and grow their business via a streamlined quote-to-cash process
  • Take complex ideas and communicate them in a simple, elegant way 
  • Go deep on the product and engage with customers in new, creative ways 
  • Anticipate customer needs and requirements by serving as the customer’s voice to the entire Zuora organization, including product, marketing, professional services and sales

 Responsibilities:

  • Must cultivate and maintain effective working relationship with a variety of stakeholders such as customers, sales account manager, senior management, support, product and engineering amongst others
  • Comfortable in creating, documenting and executing use cases in your test environment based on customer discovery calls and derived needs
  • Take complex ideas and communicate them in a simple, elegant way
  • Dive deep on the product and engage with customers in new, creative ways
  • Be able to articulate best practices and create and present recommendations to customers
  • Ability to effectively prioritize and time manage multiple projects/customers concurrently to resolution
  • Understand and keep up to date on the latest product functionality, its dependencies, the underlying architecture and their operational impact
  • Recommend areas of improvement to product development teams in performance and feature capabilities that will improve our customers' successful use of Zuora, drive adoption and discover new revenue opportunities
  • Deliver high customer satisfaction – our all-time customer satisfaction rating is 95%
  • Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
  • Make a measurable impact on one of the fastest growing companies in Silicon Valley

Requirements: 

  • Passionate about customer success.
  • A minimum of 5-8 years’ experience supporting, implementing Saas, ERP or ‘Quote to Cash’ as a business analyst or customer facing role.  Previous experience with Billing, Accounts Receivables, General Ledger, Payment services highly preferred.
  • Excellent analysis, troubleshooting, and problem-solving skills.
  • General understanding of API development, SQL and various coding languages (php, ruby, java, etc.)
  • Self-motivation and the desire to learn and become an expert on the entire quote to cash cycle for enterprise businesses
  • Excellent presentation skills and the ability to drive discussions for both small and large groups within organizations
  • Familiarity with Salesforce flows, formula fields, page layouts and Lightning is helpful
  • Strong writing skills that include the ability to synthesize information into clear, concise messages both for detailed analytical reports and executive summaries.
  • BA/BS/MS/MBA (or equivalent) in a related discipline.
  • 10% or less possible travel

 

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.

 

 

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