Customer Strategist

United States, 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. 

THE TEAM:

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. 

YOUR MISSION:

A major focus of the Customer Primacy team has been to roll out our new value realization framework we call the Journey to Usership. Launched last year, multiple programs are underway to ingrain this framework into almost every process across the organization. The mission is to channel Zuora’s subscription leadership expertise into a living, breathing framework that enables our customers to maximize business outcomes with Zuora.

As a Customer Strategist, you’ll focus on executing many of these programs. This role will report to the Director of Customer Strategy who owns the overall transformation project.

THE OPPORTUNITY:

This is a high visibility, high impact role that will be the beating heart of customer success process rollout that will touch almost every part of the company. The keys to success in this role will be creative problem solving and ability to influence other teams. We are building a value realization engine at Zuora that we want every team to plug into. Your ability to “find the carrots, not the stick” when it comes to cross functional collaboration will be critical.

Truly a jack of all trades, no day will ever be the same for you. One day you might be jamming on SQL queries with the Data Science team trying to identify a new product usage pattern, another day you’ll be delivering training to AEs or CSMs on a new customer facing deck that you built, and another day you might be collaborating with SalesOps to better track the right data points in our sales process. Being the glue that connects disparate processes to see things no one else does will be a big part of the value this role delivers.

WHAT YOU’LL NEED TO BE SUCCESSFUL:

  • 3+ years experience within two or more functional areas (e.g., sales, customer success, product management, product marketing, etc.)
  • Conceptual understanding of quote-to-cash processes, SaaS and subscription business models, financial applications.
  • ​​You are a business athlete that can tackle a wide range of projects
  • Can navigate ambiguity to achieve results without a prescription
  • Process oriented and know how to build systems that are automated or easy for someone else to pick up
  • ​​Able to drive change management, build aligned tooling and develop methods to measure
  • B2B Enterprise SaaS Software experience is a plus
  • Strong SQL skills and/or strong presentation skills are also a plus

WHAT YOU’LL ACCOMPLISH:

  • You’ll be the fulcrum, driving multiple programs to wrap the entire company around our clear framework for delivering customer success. Things you’ll build and programs you’ll lead will include but not be limited to:
    • Innovative tools & techniques for AEs, CSMs, etc to educate and capture data from customers.
    • Internal tracking/reporting to measure customer value being delivered.
    • Present/Collaborate with R&D to incorporate learnings into product roadmap
    • Public facing content from our unique perspective to benefit customers & drive pipeline.

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.

#LI-DO1

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Let’s do this.

You’re unique and we’re on a journey – so let’s embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.

No matter where you’re located, or which team you work on, you’ll be part of a group of people working together to build a better world: The World Subscribed.

Go ahead and apply!

 

 

Get to Know Us

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