Job Details
By Role
- **Director Customer Support**
** Remote**
**THE TEAM**
The Global Customer Support team is tasked with providing front-line support and solutions to issues reported by customers for Zuora products. The team responds to complex technical customer issues that are mission critical to the success of Zuoras customers. We have support centers in California & Georgia in the USA, London & Paris in Europe and Chennai, Beijing & Tokyo in Asia.
**WHAT YOU WILL DO AND ACHIEVE**
The **Director of Premium Support** is responsible for ensuring the success of our most strategic customers by effectively leading a team of Named Account Support Engineers (NASE) and organization-wide support projects and processes that enable us to deliver the highest level of service to our customers. This role involves managing case assignment, escalations, career development, and project management processes that will result in 100% customer retention, increased Premium Support revenue and overall increase in Customer adoption of Zuora subscribed Products and services. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of proactive world-class technical support services.
Additionally, this position requires a strategic thinker who can mature and clarify our Premium Support offerings to ensure they are providing the highest possible value to our customers. This includes offerings development, pricing, Revenue tracking, Premium customer growth and consumption.
**Responsibilities:**
* Resource, organize, and facilitate a team of Premium Support engineers that provides high quality, accurate and timely customer support in accordance with our Support programs.
* Responsible for ensuring success for the (Go-to-market) GTM rollout of support programs.
* Actively participate in formulating a delivery strategy based on skillsets and setting team/department objectives that will result in attainment of targets for customer satisfaction, NPS, employee satisfaction, service levels, resolution time, and project deadlines.
* Monitor and manage key metrics such as productivity which will measure the effectiveness of the team in meeting key goals such as customer satisfaction, customer loyalty and customer retention.
* Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Zuora remains at the forefront of the industry in the provision of customer service.
* Responsible for ensuring differentiation of Premium Support Delivery via our Support and other value-added services.
* Provide primary regional interface into the support organization for other lines of business by establishing operational relationships within regional Customer Success, Engineering, Partner and Services organizations.
* Act as an escalation point for high severity customer issues that arise from within the team; directly from customers
* Lead, organize and motivate the team to ensure that the highest possible quality of service can be provided to customers in resolving technical issues. Build credibility and trust within the support group.
* Work proactively with peer managers to schedule staff, plan training activities, and other non-customer facing activities.
* Analyze customer trends and adopt Knowledge Centric Support practices to ensure Knowledge base articles are promptly written resulting in increased first contact closure and customer delight.
* Responsible for coaching, mentoring staff including preparation of Individual Development plans and Creating a positive workplace with opportunities for the team.
* Provide High-touch support to Customers focused on increasing Zuora product adoption, faster Customer ROI resulting in 100% subscription renewals.
* Manage workflows and schedules for direct reports and ensure adequate workload coverage.
* Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
* Advocate for customers and define ways to continually add value to the customer experience.
* Serve as a manager, mentor, knowledge resource, and escalation point for Technical Account Managers
**WHAT YOULL NEED TO BE SUCCESSFUL**
* Minimum of 7 years managing technical professionals focused on technical support.
* Minimum 10 years of experience in a technical support role.
* Experience with support tools.
* Excellent written and verbal communication skills.
* Ability to successfully communicate and coordinate with departments across the organization including Sales, Services, and Product Management. Ability to understand and escalate issues efficiently and appropriately.
* Demonstrated strong work ethic and advanced organizational skills.
* Ability to develop and deliver creative business solutions for complex problems.
* Ability to effectively work with tight schedules and within a fast-paced environment.
* Ability to attract, hire and retain high-performing support professionals
**RELEVANT TECHNOLOGIES:**
* Solid, functional / Zendesk application knowledge.
* Fundamental understanding of SaaS, values, and processes
**ABOUT ZUORA & OUR ZEO CULTURE**
Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.
At Zuora, we have one CEO but ?every employee is empowered and supported to be the ZEO of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200+ ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work. In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with career cash and plenty of learning and development opportunities.
To learn more visit
**Zuora is proud to be an Equal Employment Opportunity employer.**
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.
**Lets do this.**
Youre unique and were on a journey so lets embark on a unique journey together. We encourage you to apply to all roles that utilize your skills and ignite the passion within you.
No matter where youre located, or which team you work on, youll be part of a group of people working together to build a better world: The World Subscribed.
Go ahead and apply!
**Highlights from the Subscription Experience 2021**