Over the past 15 years, we have seen a shift in the focus of business models across every industry – from selling physical products via one-time transactions to monetizing services via ongoing customer (aka subscriber) relationships. This is the “Subscription Economy” a phrase coined by our CEO, Tien Tzuo, he even wrote the book on it: Subscribed.

The Role

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 an Enterprise Services Manager you will be overseeing the delivery and the success of the services for your customers. A dedicated team will be available 24X7 to respond to customer needs, and monitor their Zuora activity and platform. Your responsibility is to make sure the Managed Services team monitors the customer’s workflows and anything in the platform that could impact them. They’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.

WHAT YOU'LL DO & ACHIEVE 

• Plans, directs, and monitors operational/tactical activities of a highly matrixed global team across regions.
• Responsible for leading the Managed Services team for a set group of customers
• Assisting with testing and/or implementation of new services working with other Zuora teams
• Monitoring and managing Zuora workflows and process on behalf of customers when appropriate
• Helping engineers with 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
• Working with GS and other Zuora teams on enhancements for customers

• Manage knowledge transfer and process documentation
• Provide vendor oversight to 3rd party partners to ensure seamless integration and process flows
• Assist in the evaluation and improvement of the onboarding/offboarding procedures
• Participate and influence in creation of team strategy
• Provides some technical as well as people leadership
• 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 

Qualifications

• 4+ years in an engineering environment as a senior engineer or lead.  
• Technical aptitude and ability to assist engineering teams with process and technical solutions. 
• Enjoy interacting with multiple internal stakeholders (such as Sales, Marketing, Customer Success, GS, Product Management and Support). Also with Customers and Partners
• Strong written, verbal communication and presentation skills including the ability to build effective presentations.
• Ability to build, lead and execute strategy in a cross-functional environment.
• Strong tolerance for ambiguity; able to focus and execute in a changing environment; ability to make things happen.
• Self-starter who truly enjoys working in a fast-paced high volume transaction environment.
• AS/BS in computer science, engineering, or other related major is a plus
• Previous hands-on experience with one or more Managed Service offerings is a plus.  
• Hands-on experience with Zuora products is a plus. 
• Ability to travel is a plus.
• Location: Remote

About Zuora 

As the Subscription Economy leader, Zuora empowers today’s innovative companies to nurture and monetize direct, digital relationships. Our award-winning multi-product portfolio now includes Zuora Revenue, Zuora Collect and Zuora Central Platform. More recently, we’ve added subscription experience platform Zephr to our family, further expanding our capabilities to serve as an intelligent hub that monetizes the complete quote to cash and revenue recognition process at scale.

Through our combination of technology and expertise, Zuora (NYSE: ZUO) helps more than 1,000 companies around the world, including BMC Software, Box, Caterpillar, General Motors, Penske Media Corporation, Schneider Electric, Siemens and Zoom nurture and monetize direct, digital customer relationships. Headquartered in Silicon Valley, Zuora operates offices around the world in the U.S., EMEA, APAC and LATAM.

“ZEO” Culture

At Zuora, we’re building an inclusive, high-performance culture that every ZEO wants to subscribe to. We want ZEOs at every level to feel valued, included, and inspired to innovate, connect and collaborate authentically as we pioneer the Subscription Economy. You’ll be empowered to think like an owner, take initiative and together, with the support of your team you’ll push each other to the next level and help transform business models everywhere.

To learn more visit www.zuora.com

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! 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.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.