Managed Services Engineer

Costa Rica

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Zuora’s customers have their primary business goals as a priority, and Managed Services is our solution for allowing them to maximize on their priorities. As a Managed Services Engineer you will be part of a dedicated team, available 24X7 to respond to customer needs, and monitor their Zuora activity and platform. You will monitor the customer’s workflows and anything in the platform that could impact them. You’ll also react to incidents, troubleshoot problems and act on behalf of the customer to resolve them where appropriate. You are the face of Zuora to the customer and will work with other Zuora teams in management of our services. We welcome you to be a part of this brand new value add service.

The Managed Service Engineers will be part of a dedicated team, available 24X7 to respond to customer needs, and monitor their Zuora activity and platform. You will monitor the customer’s workflows and anything in the platform that could impact them. You’ll also react to incidents, troubleshoot problems and act on behalf of the customer to resolve them where appropriate. You are the face of Zuora to the customer and will work with other Zuora teams in management of our services.

If this sounds like something you’d love to do, and would like to be the among the first to support this new service… 

Then joining the team here should be your next logical choice!

WHAT YOU’LL ACHIEVE

●  Plans, operates and monitors workflows and operational/tactical activities of a highly matrixed global team across regions.

●  Assisting with testing and/or implementation of new services working with other Zuora teams

●  Monitoring and managing Zuora workflows around subscriptions, billing, payments and revenue

●  Process transactions on behalf of customers when appropriate

●  Troubleshooting problems that arise

●  Ensuring that any service disruptions are addressed and resolved in a timely manner regardless of technical team responsible for resolution

●  Providing reports to customers on activity, failure rates, work volume, etc.

●  Observing day to day operations and making recommendations for enhancements to workflows and/or business processes

●  Provide input and assistance on process documentation

●  Provide vendor oversight to 3rd party partners to ensure seamless integration and process flows

●  This is not intended to be an exhaustive list of duties or responsibilities; at times other duties may be assigned as needed.

WHAT YOU’LL NEED TO BE SUCCESSFUL

●  Experience with finance / accounting systems in an IT environment

●  Technical aptitude and ability to troubleshoot problems

●  Basic SQL, Excel

●  Understanding object models

●  Hands on experience with generating and analyzing reports

●  Experience with Ticketing system

●  Customer service skills

●  Communication skills

●  Strong tolerance for ambiguity; able to focus and execute in a changing environment

●  Self-starter who truly enjoys working in a fast-paced high volume transaction environment

OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.  

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

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 and author of the best selling book Subscribed). 

As consumers wave goodbye to ownership, join us as we help companies win on their journey to usership!

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) 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-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit www.zuora.com

Apply now


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

Go ahead, take a look inside #ZEOLife. Meet our ZEOs and learn what it’s like to be a part of our team.

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