Customer Success Manager

Zoom is the world leader in video communications with the highest customer satisfaction in our industry. We have been expanding rapidly since our Series D investment from Sequoia at a $1 billion valuation. Zoom was recently awarded the 5th Best SMB Company to Work for in the United States by Glassdoor (based on anonymous employee reviews). Now is the time to join our team of motivated and passionate people as Zoom grows to provide frictionless communications for businesses and organizations across the world. Visit zoom.us and follow us on Twitter (@zoom_us) and Facebook (Zoom Video Communications).

We are looking for an amazing Customer Success Manager (CSM) to join our Tokyo, Japan team. The ideal candidate will build strong relationships with customers ensuring successful deployment of Zoom products and services. Your efforts will drive customer satisfaction and happiness.

Requirements

Responsibilities

• The CSM is the Trusted Advisor, manages deployment, and product adoptions for customer accounts
• Develop and maintain long-term relationships with stakeholders within assigned accounts
• Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases
• Plan and conduct on-boarding and training for new customers
• Closely manage and nurture accounts to identify and eliminate risk attribution
• Create and deliver monthly reports to highlight customer successes and provide on-going recommendations for further optimization
• Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed
• Collaborate with key internal stakeholders with demonstrated ability to take direction and produce required results
   

Requirements

• Minimum of 3+ years experience and a proven track servicing strategic accounts
• Previous experience working in a Client or Customer Success role within one of these industries: cloud/SAAS and audio video venders
• Ability to demonstrate account portfolio planning competency, ability to prioritize work and strong time management skills are required
• Possess excellent verbal and written communication skills, including ability to present to executive and key decision makers
• CRM experience with Salesforce.com preferred
• Ability to deliver customized presentations and demonstrations via web conference
• BA/BS degree or equivalent work experience
• Strong product knowledge of Video / Audio Collaboration with ability to articulate how to best use and deploy the service
• Strong acumen of software industry
• Great interpersonal skills with a positive attitude
• Must be able to speak English and Japanese at a native/business level