VP Of Customer Support

Customer Support | San Mateo, CA, United States

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Department: Customer Support

External Job Title: Vice President, Support 

For the last 100 years, companies have operated primarily under a product-centric business model, where the goal was to make, ship, and sell more units. Today, there’s a demand to have products and services delivered on a continual, subscription basis; to upgrade and access new innovations and features constantly. This is the end of ownership and it changes everything. Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo).

Zuora provides cloud-based software on a subscription basis that enables any company in any industry to successfully launch, manage, and transform into a subscription business. Our growth story is only just beginning and our Customer Support team is pivotal to ensuring every one of our customers achieves success with Zuora resulting in their retention, growth and advocacy. We are looking for a visionary Vice President (VP) of Support, with strong leadership and experience scaling a fast growing technical support team while driving efficiencies and optimizations through the entire organization.

The VP of Support is a critical, strategic role, responsible for the overall success of the Customer Support department at Zuora including multiple product lines (including 2 leading flagship products) with different levels of support offerings. You’ll play a pivotal leadership role in defining and maintaining the support teams metrics and KPI’s and in leading the day-to-day operations of our global support teams. You will also partner closely with other departments to ensure our support practices are in line with our sales and delivery processes and to identify improvements in our customer support experience from an end-to-end perspective.  

Join us and make shift happen!

What you’ll do & achieve:

  • Build a common set of practices and principles for the support team to adhere to including processes related to ticket intake, ticket resolution, customer escalation and incident management
  • Build out a successful customer self-service program that will allow for future customer growth with minimized support resources; partner with marketing, engineering, sales and global services to ensure all aspects of the customer relationship are considered in defining the solution
  • Define KPIs to monitor success and progress of the support organization
  • Develop a proactive approach to establish a best-in-class support experience to improve customer engagement and satisfaction for a myriad of customer profiles using our systems from small start-ups to marquee logo companies and large enterprises
  • Partner with sales and services to ensure customer implementations are healthy and hand off to support is clean and well-transitioned
  • Partner with product and engineering to define a scalable process for resolving product bugs and customer issues
  • Explore and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. training solutions, customer self-service, customer engagement tools, ticketing systems, etc)
  • Define and continually refine the roles and responsibilities within support and ensure communication across the organization to align on expectations of the support team
  • Manage and scale a professional and capable support team, across China, US, India, Europe and other locations, able to grow with the rapidly evolving and demanding organizational needs
  • Build a strong, collaborative and hard-working culture within the support department 

What you’ll need to be successful:

  • 10+ years in senior-level management roles within a Support department, SaaS industry experience preferred
  • Strong analytical and problem solving skills  
  • Excellent communication (oral, written, presentation), organizational, interpersonal and consultative skills 
  • Passion for the customer experience, positive outlook with a proactive mindset and an ability to drive exceptional customer satisfaction results
  • Experience with Finance, Billing, Payments and Auditing common practice is a plus
  • BA or BS in Computer Science, Management Information Systems, or a related field

 

About Zuora

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-cash process, including billing and revenue recognition. 

At Zuora, every employee is the CEO of their career and leading our mission are over 1,200 passionate and innovative ZEOs who value freedom, responsibility and accountability in equal measure because they have the capacity to make shift happen. Our culture isn’t an empty branding effort – our ZEOs love working here and it shows in our 4+ rating on Glassdoor. We take it very seriously. We encourage our employees to be curious, creative, and stay focused on our shared mission of enabling our customers to be successful.

Zuora serves more than 1,000 companies around the world, including Box, Komatsu, Rogers, Schneider Electric, Xplornet and Zendesk. Headquartered in Silicon Valley, Zuora also operates offices in Atlanta, Boston, Frisco, Denver, San Francisco, London, Paris, Beijing, Sydney, Chennai and Tokyo. 

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. To learn more visit www.zuora.com

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