Senior CLIENT MANAGEMENT DACH
Location : Munich
Client Manager is a senior individual contributor and a member of the global professional services team. The Client Manager mission is to oversight a portfolio of Zuora’s strategic customers throughout their lifecycle from presale stage to post going-live and beyond to ensure Zuora meets the customer’s business objectives and implementing successfully Zuora solutions. A Client Manager will be responsible to ensure high customer satisfaction (measured today by NPS) and to grow the business with the customer by the adoption of Zuora’s solutions. Client Managers are business focused and own the Global Services relationships with the client as well as the P&L of their customers’ portfolio.
Client Managers are expected to have deep understanding of the customer’s business and its business objectives delivered by using Zuora’s solutions and to build and nurture the relationships with the customers’ key stakeholders and partners. In case a system integrator is involved, the Client Manager assure close alignment between the System Integrator and Zuora on service relevant topics.
Support pre-sales activities for assigned opportunities on behalf of Global Services Management to position, present and sell Zuora’s products and services. Client managers will work in collaboration with the delivery managers, solution architects and the COE professionals assigned to the opportunity. Pre-sale activities and deliverables will include: participating in customer’s meetings and workshops, qualification of services opportunities, implementation scoping, timeline and level of effort estimations, and writing the statements of work. If applicable the Client Manager manage the coordination between the system integrator, customer and Zuora the pre-sales activities for service relevant topics. The Client Manager will make sure that Zuora’s proposal is reviewed and approved by the practice director. The Client Manager is responsible to ensure the Service Bookings Forecast is aligned with the Sales Forecast.
Client Managers are accountable for managing the relationships with clients during the delivery phases and the delivery managers lead the specific engagement under the client manager’s supervision. Both will ensure the implementation meets the customer’s objectives, expectations and the customer’s business needs as defined in the pre-sale phase and documented in the statement of work. The Client Manager is accountable that staffing plans are defined and maintained by the GS Delivery Managers for the assigned accounts in Zuora planning tools. In case a System Integrator is involved the Client Manager is establishing the governance and ensure good alignment between customer, Zuora and system integrator during project execution. Client Managers are responsible for the services revenue and booking Forecast for the assigned accounts for the DACH region .
Key skills and Experience: