Client Manager

Global Services | Boston, MA, United States

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Department: Professional Services

Role: Client Partner

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. 

Role description

The 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 implements successfully Zuora solutions. A Client Manager will be responsible to ensure high customer satisfaction 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 portfolio of customers.

Client Managers are expected to have a 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.

Pre-Sales:

Support pre-sales activities for assigned opportunities on behalf of Global Services Management to position, present and sell Zuora’s products and services with direct mapping to support a handful of account executives. Client managers will work in collaboration with the delivery managers, solution architects and the COE professionals assigned to the opportunity. Pre-sales 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 manages 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.

Service Delivery:

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-sales 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.

Post Go Live / Nurturing:

The Client Manager manages both the day-to-day operational and long term strategic business relationship with Zuora’s key strategic customers. The Client Manager plays a pivotal role in ensuring that Zuora is viewed as and remains a strategic technology and business partner. The Client Manager promotes adoption of Zuora products and services and positions Zuora to meet the current and future business requirements of our customers. The Client Manager will also play a critical role in managing customer escalations and proactively communicate upcoming product changes and enhancements. Cultivating key customers as Zuora advocates in the Zuora community and subscription economy is a requirement for this role. Finally, the Client Manager helps drive customers’ business initiatives and optimize their processes aligned with Zuora’s technology  to drive the growth and expansion of customer's’ business and the resulting growth of Zuora’s footprint and volume of business.

Key skills and Experience:

  • At least 8-10 years of leading delivery and customer relations experience. Program management experience (SCRUM, PMI, Prince2, MSP certification is a plus).
  • In-depth knowledge and experience in implementing SaaS Enterprise software applications such as ERP or CRM.
  • Strong account / relationship management, client service and/or management consulting experience.
  • Capabilities to be successful in pre-sales activities and building account expansion plans.
  • Manage several engagements concurrently, potentially between 3 – 5 engagements.
  • Strong problem-solving skills, customer focus and results orientation.
  • Proven experience in mapping customer business initiatives and customer requirements to business applications solutions.
  • Able to effectively manage scope change within a project or program.
  • Excellent written and verbal communication skills with C-level and executives.
  • Business-savvy, with experience of building, maintaining and nurturing stakeholder relationships with customers, partners and Zuora internal stakeholders.
  • Attention to detail, planning, problem-solving and prioritisation skills.
  • Flexible, and strives to operate effectively in ambiguity.
  • Proficient in presenting technical concepts effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and business topics
  • Has experience in managing subcontractors and service partners.
  • Business savvy with experience in sales, implementation and churn management.

Technology experience:

  • ERP, CRM, accounting systems, provisioning systems. Experience in Telecom & Media, Enterprise Software or IoT industries
  • Billing and payment platforms
  • Salesforce platform
  • Knowledge of Web Services, XML, SOAP, REST

Other

  • Experience working with cross-functional and geographically dispersed teams and customer base with travel up to 60% of the time (including possible international travel).
  • Pride and passion in your work.
  • A thirst for knowledge.
  • Attention to details.
  • Honesty and integrity.
  • Action orientated and strong in execution.

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 4+ 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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