Client Manager

Global Services | San Francisco, CA, United States

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CLIENT MANAGER

The Client Manager is a senior, individual contributor member of the professional services team. Reporting directly to the North America Practice Director, the Client Manager’s mission is to oversee a portfolio of Zuora’s Enterprise customers on the east coast beginning in the presales stage and through the completion of the Zuora Global Services engagement(s). The Client Manager is accountable for ensuring the solution implemented by the global services team meets the customer’s business objectives to ensure a sticky, long-term Zuora customer.

Primary responsibilities of this role include:

Presales:
Support pre-sales activities for assigned opportunities on behalf of Global Services management to position, present and sell Zuora’s products and services. Presales activities and deliverables will include:
Scoping Process – Participating in and contribute to implementation scoping sessions (3-6 hours in 1-2 hour chunks)
Estimation – Work with the scoping team to refine timeline and level of effort estimations
Pricing Proposal – Present implementation scope & pricing proposal to the customer in tandem with the scoping team
SOW Creation – Write the Statements of Work for qualified opportunities.
Resource Requests – After SOW creation, create resource requests through our internal process and follow this through until SOW signature
SOW Negotiation Support – Work closely under the advisement of the practice director to successfully negotiate a deal to close!

Implementation:
During the implementation of the Zuora solution, the Client Manager will engage in a limited fashion with key stakeholders at the customer, as well as the Zuora Delivery Manager, to guide the customer’s journey onto Zuora
Relationships – Build and expand a network of key executive relationships throughout the account, including and up to the C-level
Financial Performance – Responsible for managing the P&L for their portfolio of accounts
Customer Satisfaction – Ensuring high customer satisfaction (measured today by NPS) and to grow the business with the customer by the adoption of Zuora’s solutions
SI Partnerships – Drive close alignment between the System Integrator and Zuora on service relevant topics, where a larger SI is leading a transformation project

Key skills and Experience:
Some prior experience in presales and building account expansion plans
At least 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 Enterprise software applications such as ERP, OSS/BSS, CRM
Strong account management, client service and/or management consulting experience
Manage several engagements concurrently, potentially between 8-10 engagements
Strong problem-solving skills, customer focus and results orientation
Able to effectively manage scope change within a project or program (And have tough conversations in a professional manner)
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 prioritization skills
Flexible, and able to operate effectively in an 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 sub-contractors and service partners

Basic Job Requirements:
Experience working with cross-functional and geographically dispersed teams and customer base with travel anticipated to be 25-50% of the time (typically 1-2 day trips for presales activities, project kickoffs, and or steering committee meetings)
Pride and passion in your work
A thirst for knowledge & success
Attention to detail
Honesty and integrity
Action orientated and strong in execution.
Job title – Client Manager
Reporting to –  Practice Director
Location – TBD

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