北京招聘

Zuora’s Customer Success team enables our customers to achieve success in the subscription economy. Our Manager of Global Support will be instrumental in coordinating and scaling our organization with our customer needs. A successful Manager of Global Support will handle all matters of the daily operations of supporting our customers, resulting in high levels of customer satisfaction and ensuring continuous process improvement. You will lead a high caliber support team based out of [Foster City, California / Beijing, China]

Responsibilities:
Customer Focus
1. Demonstrate focus and emphasis on treating customer success as the #1 corporate priority.
2. Collaborate with the team to meet and exceed monthly customer satisfaction goals.
3. Drive customer satisfaction closed loop processes to measure customer feedback objectively and improve service.
Organizational Goal Setting & Communications
1. Implement methodologies to continuously improve on our key performance indicators: initial ticket reply time, first resolution time, full resolution time, customer satisfaction, escalation rate, etc.
2. Manage team efficiency and backlog, identifying and mitigating bottlenecks and obstacles. Identify key risks and mitigation strategies that may impact the success of support.
3. Build relationships with cross-functional leaders to facilitate team goals and success.
4. Drive cross-functional initiatives targeted to resolve issues and pain points raised by customers.
Coaching and Employee Development
1. Provide personal mentorship and build career development plans that enables growth in the Zuora organization.
2. Exhibit strong leadership qualities and continue to build a strong and positive internal image of the Support team at Zuora.
3. Guide our team to foster a fun atmosphere that rewards top performers, promotes growth and attracts talent.

Domain Expertise
1. Demonstrate Zuora product knowledge and expertise in Billing, Commerce, Finance and Platform.
2. Display level of technical competency and understanding needed to manage effectively escalations on technical incidents.
3. Maintain and develop industry knowledge and connections in the Software-As-A-Service space.

Recruiting
1. Partner with ZEO Success team to formulate and execute effective recruitment campaigns.
2. Attract top talent and build our pipeline with individuals possessing strong technical aptitude and focus on customer success.

Requirements:
1. Customer-centric mindset - placing the customer at the center of every situation, demonstrating understanding and empathy always.
2. Extremely self-motivated, organized and results oriented individual; strong detail-orientation and prioritization skills.
3. Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact persuasively with colleagues at all technical levels.
4. Experienced collaborating with and influencing cross-functional teams.
5. Demonstrated ability to effectively solve complex problems in a timely manner; ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities.
6. Experience managing high performance teams, including goal setting, coaching, developing, delegating and accountability.
7. Experience with SaaS, web technologies and database technologies.
8. Bachelor’s degree and at least 5 years of management experience in a technical support organization.

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  ZUORA IS A NEXT-GENERATION SAAS COMPANY FOUNDED TO LEAD THE NEXT REVOLUTION IN ON DEMAND

Built from the ground up by SaaS industry visionaries and veterans from salesforce.com, WebEx, Accenture, Postini (now Google), and Oracle, Zuora is 100% focused on building the world’s first platform for subscriptions businesses.
  
A new business model is emerging on the Internet, comparable to PayPal, Amazon, and Google. PayPal automated online payments, Amazon simplified online commerce, and Google democratized online advertisements, but the world still needs a way to run a subscription business online. Zuora’s vision is to make it easy for every company to run their business like salesforce.com.

Backed by Benchmark Capital, Zuora is well-positioned to introduce the next on-demand platform for running a subscription business. The Zuora team has grappled with the complex operational requirements of the pay-as-you-go model, and has produced the best practices that scaled from the start-up to the billion dollar company. The Zuora team of SaaS visionaries and leaders has experienced the pain and limitations of existing solutions, and has joined forces to deliver the first on-demand platform for managing subscriptions. Now every online subscription company can tap into their experience and achieve success.

由具有成功的创业经历的界内资深人士创建, 美国知名的风险投资商Benchmark投资四千多万支持的祖睿科技有限公司,是第一个100%致力于互联网定购商务的公司. 欢迎您流览公司网页 http://www.zuora.com 了解公司更多内容.
  Zuora, is founded by a group of very experienced entrepreneurs and funded by a very reputable
VC firm in Silicon valley.

Built from the ground up by SaaS industry visionaries and veterans from salesforce.com, WebEx, Accenture, Postini (now Google), and Oracle, Zuora is 100% focused on building the world`s first platform for subscriptions businesses.

A new business model is emerging on the Internet, comparable to PayPal, Amazon, and Google. PayPal automated online payments, Amazon simplified online commerce, and Google democratized online advertisements, but the world still needs a way to run a subscription business online. Zuora`s vision is to make it easy for every company to run their business like salesforce.com.

Backed by Benchmark Capital, Zuora is well-positioned to introduce the next on-demand platform for running a subscription business. The Zuora team has grappled with the complex operational requirements of the pay-as-you-go model, and has produced the best practices that scaled from the start-up to the billion dollar company. The Zuora team of SaaS visionaries and leaders has experienced the pain and limitations of existing solutions, and has joined forces to deliver the first on-demand platform for managing subscriptions. Now every online subscription company can tap into their experience and achieve success.