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Manager, Partner Customer Success

Posted 22 Mar 2024
Work experience
8 to 10 years
Full-time / part-time
Full-time
Job function
Degree level
Required languages
English (Fluent)
Dutch (Fluent)

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This is an opportunity for a Manager to lead our Partner Success team . Initially the candidate will focus on building the Indirect Customer strategy across all GEOs by developing strong relationships with our internal Channel leaders and key partner accounts. The Partner Success Manager is the Trusted Advisor and point of contact for our focus indirect customer lifecycle enablement and technical escalations. Your efforts will drive partner satisfaction and happiness.

Responsibilities

  • Build and manage a team of highly motivated and very qualified partner customer success managers and help recruit, coach, train and develop an ever-growing team.


  • Play a defining role in outlining the Customer Success Indirect strategy.
  • Has strong leadership skills, proven ability to establish relationships and lead discussions with various partners and executives of the c-suite. 


  • Facilitating and owning experiences and being an escalation point to various cross-functional teams at Zoom, on behalf of the customer.


  • Has an ability to help develop strategic team initiatives and KPIs for their respective CS team.
  • Manage team to achieve quarterly goals, and provide clear reporting on metrics.


  • Regularly assess team processes to proactively identify risk factors and new growth opportunities.


  • Exemplify an outcome/results-oriented approach 


  • Work with other team managers / leaders to help make data-driven decisions, regularly analyzing and improving upon team processes by identifying risk factors and growth opportunities. 


  • Assist with high priority requests or issue escalations as needed.

  • Conduct on-going account meetings with our partners to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases
  • Create and deliver monthly reports to highlight customer successes and provide on-going recommendations for further optimizatio

Requirements:

  • 8+ years of SaaS software industry experience with a minimum of 4 years of current management experience.


  • Experience managing a team
  • BA/BS degree or equivalent work experience
  • Able to analyze trends, understand metrics and present to upper management
  • 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
  • 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
  • Flexibility to travel

Meet Happy! Zoom helps businesses and organizations bring their teams together in a frictionless environment to get more done. Our easy, reliable cloud platform for video, phone, content sharing, and chat runs across mobile devices, desktops, telephones, and room systems.

IT
Amsterdam
2,000 employees