CS Program Manager, Zoom Rooms

Responsibilities:

• Set the Strategy for the management and growth of CS Zoom Room program
• Build and own the end to end lifecycle design primarily focused Zoom Rooms
• Effectively manage CS programs with multiple phases, work streams and different stakeholders.
• Represent CS in varying corporate projects and strategize on how CS can best prepare to support company initiatives. 
• Resource planning across assigned programs
• Manage presentations and talking points to support Customer Success Programs
• Actively lead the creation of assets such as business value proposition, At-a-Glance, Q&A, briefing documents for offers and promotions. 
• Define and manage overall project risks and take corrective action in a proactive manner to mitigate those risks
• Organize the interdepartmental activities ensuring completion of the project/service on schedule and within budget constraints
• Provide clear and timely communication regarding the status of the portfolio - schedule, budget, progress to date, risks etc. - to relevant stakeholders

Success criteria/metrics for this role will include:

• Program growth
• Achieving revenue or savings targets
• Customer satisfaction (delivering Happiness)
• Being a trusted advisor to direct sales, success and training teams

Requirements

• Experience with customer journey planning and mapping pre and post sales 
• Exposure to UCaaS, specifically with Zoom Room or conference rooms system
• Ability to work and communicate well with all levels including executive staff.
• Business development experience, including exposure to content and media and expertise in executing and monitoring strategic business and revenue plans
• Self-driven, results-oriented and a clear focus on high quality and business profit
• Solid writing skills with an ability to write/edit all kinds of copy from direct marketing content to customer communication 
• Strong creative skills, with the ability to develop compelling messaging and evaluate creative designs. 
• Expertise in all major business software applications (Adobe Creative Suite, Google Suite, etc.)
• Strong project management, presentation and stakeholder communications skills 
• Intermediate user ability with service systems and project management tools (Zendesk, Asana, etc) 
• Must be detail oriented and possess the ability to problem solve and work within a teamwork environment.
• Proven commitment to excellence and possess strong communication skills
• Travel – up to 30% may be required

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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