Sr Client 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

Zuora Global Services is the premier Professional Services team for customers transforming their business into the Subscription Economy. We work with our Customers, Global Systems Integrations, and PS Delivery Partners to ensure that our customers and partners benefit from Zuora Global Services thought leadership to have a positive experience and achieve their business goals using the Zuora platform.

YOUR MISSION: Drive long term business growth in partnership with our customers and System Integrator partners by leading and growing a portfolio of Zuora implementing customers, ensuring our solutions are implemented successfully from presale to post go-live and beyond. 

WHAT YOU’LL ACHIEVE

• Develop high value trusted relationships with executives at our customers and partners throughout their lifecycle to ensure Zuora meets our customers’ business objectives
• Support a handful of Account Executives and work in collaboration with the delivery managers, solution architects and the Global Services COE professionals to propose, present and sell Zuora’s implementations
• Qualify service opportunities, implementation scoping, timeline and level of effort estimations, draft statements of work, and own the P&L of our services engagements in your portfolio
• Drive customers’ business initiatives and optimize their processes aligned with Zuora’s technology to drive the growth and expansion of customer’s’ business and the resulting growth of Zuora’s footprint and volume of business
• Manage both the day-to-day operational and long term strategic business relationship with Zuora’s key strategic customers, ensuring Zuora is viewed as and remains a strategic technology and business partner 
• Become a trusted business partner for Customer and guide the programs with strategic planning and early risk mitigation plans
• Establish governance and create close alignment between System Integrators and Zuora on service relevant topics
• Cultivate key customers as Zuora advocates in the Zuora Community and Subscription Economy
• Manage customer escalations and proactively communicate upcoming product changes and enhancements
• Become an expert in subscription billing & revenue, trained on Zuora’s market leading product and approach to the Journey to Usership

WHO WE’RE LOOKING FOR

• Great communicators: High ability to proactively drive solid customer relationships, set expectations, and deliver on commitments by navigating cross-functionally 
• At least 8-10+ years of experience leading services sales, delivery and customer relations, including program management experience (SCRUM, PMI, is a plus)
• Deep business knowledge, especially in Order-to-Cash/Order-to-Revenue business processes. MBA / advanced accounting degree or experience preferred
• In-depth knowledge and experience implementing SaaS Enterprise software applications such as ERP,  CRM, accounting systems and/or provisioning systems as well as managing subcontractors and service partners
• Proven experience in mapping customers’ business initiatives and requirements to business applications solutions
• Business-savvy, with experience of building, maintaining and nurturing stakeholder relationships with customers, partners and Zuora internal stakeholders (e.g. Sales), including churn management 
• Proficient in presenting technical concepts effectively to diverse stakeholder groups and to engage effectively with senior executives of large enterprises on both technical and business topics
• Ability to manage multiple (3-5) engagements concurrently and effectively manage scope change within a project or program

• Ability to be flexible, action oriented and operate effectively in ambiguity 
• Experience working with cross-functional and geographically dispersed teams and customer base with travel up to 40% of the time

#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, corporate bonus program and performance rewards,  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.