COE Manager

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

 

The Team & Role
Your Mission: We are seeking a Global Services professional to build, lead and scale a best-in-class Customer Delivery function to support Zuora’s growth ambitions: to be the company to whom the world’s best companies turn to for driving the technology and
business transformations necessary to win in the Subscription Economy. You will build lasting relationships with our most important clients from successful launches to identification of new use cases, and ongoing strategic support that increases satisfaction,maximizes the Zuora experience and ultimately drives revenue retention and growth. We win when our customers win.

As our Global Services Manager you will manage day-to-day project implementations and long term strategic business expansion of Zuora products. A Global Services Manager will also play a critical role in managing customer escalations and proactively communicating upcoming product changes and enhancements. Cultivating key customers as Zuora advocates in the Zuora community and subscription economy is a requirement for this role. The role will have excellent working relationships with other representatives of Zuora who will be active within their account(s). Specifically, a strong collaborative partnership with the Sales, Support, Services and Product teams will be key to this role.

 

What you’ll do

Lead, mentor, and develop a team of consultants, fostering a collaborative and high-performance culture.

• Support customers in Zuora implementation and assist with accelerating time to revenue for the customer and Zuora.

Define operational metrics, objectives and key results for the Customer implementations and communication of these to peers and leadership.Serve as a key “Voice of the Customer” internally at Zuora, as well as serve as a partner with Product and Engineering for strategic customers.Occasionally Conduct workshops to document business processes, identify opportunities for improvements and gaps in best practices, and create and present recommendations to customers who have deployed Zuora Billing and Revenue.Anticipate customer’s future needs and requirements by serving as the customer’s voice to the entire Zuora organization, including product, marketing, professional services and salesOccasionally identify where and how Zuora capabilities can deliver incremental business valueRecommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approachesDrives adoption through innovation, product demonstration and customer alignmentWorks closely with the Implementation Team and is responsible for managing the end-to-end solution design.Occasionally conduct requirements gathering and analysis sessions with clients.Manage FIT/GAP analysis on Business requirementsOversee Design of functional and technical solutions, including process flows,technical customizations and integrations, based on customer requirements.Occasionally configure and test Zuora products to meet the approved designs.Support the customer with regular calls to answer functional and technical questions.

Your experience

• 5+ Years in a Customer-facing or Consultant role within an enterprise software or software-as-a-service organisation with at least 2+ in a leadership role.
• A bachelor’s degree in Computer Science, Engineering, Business, or a related field is required. A master’s degree is preferred.
• Strong domain knowledge in Quote-to-Cash and Finance
• Hands-on experience with implementation and support of Financial, ERP, CRM or other large scale business systems
• Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
• A passion for Customer Engagement and service mentality
• Proven record of creating and maintaining business partnerships and relationships “do-er” mentality with a hands-on, passionate, curious, persistent approach and the grit to get things done
• Strong ability to align technical concepts & features to business needs
• Resourceful and creative problem solving skills in order to provide optimal business or technical solutions. 
• Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
• Demonstrated effectiveness at facilitating workshops as well as excellent communication and presentation skills, both verbal and written
• Outstanding presentation development and delivery skills, with the ability to speak to end users and C-level Executives
• Excel in a collaborative, team environment while able to work independently with minimal supervision
• Outstanding organizational skills and the ability to manage multiple tasks and requests
• Proven ability to present technical concepts effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and business topics
• Experience working with a cross-functional and geographically dispersed team and customer base.

 

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. 

 

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, variable bonus and performance reward opportunities, and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing  

 

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

 

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

 

Our Commitment to an Inclusive Workplace

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.