Vice President, Customer Support Services & Community
Recognized by the Silicon Valley Business Journal as a Woman of Influence and by the Stevie Awards as a Female Executive of the Year in Computer Software, Marlene is an industry trailblazer, born to do customer success at high-tech software companies. She brings 20 years of experience in enterprise software, grounded in a technical background and empowered by insightful leadership and an influential management style which gets the things done. Marlene joined Zuora in 2010 as the first Customer Success Manager before transitioning to build out the customer support organization, which provides 24x7 support through four service centers, delivered by over 40 experienced professionals, achieving a 96% Customer Satisfaction rating, which exceeds the software industry benchmark by 10%. In 2016, Marlene expanded the scope of her team to include strategic solution services, technical documentation, Developer Center and Zuora Community. Her Customer Support Services and Community organization focuses on delivering the best customer service possible, aggregating content by bringing together sources of knowledge and information, deflecting support tickets to save costs and giving customers value-add services to enhance operational efficiency and drive revenue.