What you can expect
As part of the global expansion of Workvivo, we need the best Customer Success Managers to deliver the ultimate customer experience. You will be the team's first APAC based CSM, partnering with our customers to deliver a fantastic employee experience and drive business adoption of Workvivo throughout the post-launch journey.
About the Team
Workvivo is a digital experience platform dedicated to amplifying workplace culture and fostering employee inclusion, regardless of location. Committed to customer satisfaction, Workvivo focuses on enhancing employees' working lives across diverse industries globally.
As part of Zoom, an intelligent collaboration platform, Workvivo aligns with Zoom's mission to prioritize people, enabling meaningful connections, modern collaboration, and driving innovation in businesses and individual interactions.
Responsibilities
- Relationship-building and driving business adoption of the Workvivo product for customers throughout the post-launch journey.
- Becoming a subject matter expert on employee engagement & internal communications.
- Owning agendas for weekly/biweekly calls, record cadence via the CRM system.
- Delivering Executive Business Reviews to key customer stakeholders.
- Understanding desired customer business outcomes, developing key performance indicators (KPIs).
- Translating customer feedback into product direction and strategy as ‘voice of the customer’.
What we’re looking for
- Communicate well verbally, and in one-to-one, group, and formal presentations.
- Communicate technical problems to non-technical people.
- Able to think laterally and strategically. Be on the lookout for continuous improvement.
- Able to produce well-structured and clear customer facing documentation and reports.
- Have an excellent competency in Customer Success techniques and approaches.
- Have a proactive approach to problem-solving and be able to think creatively.
- Able to identify and promote business benefits to a client with consultancy skills.
- Provide excellent customer service skills –hugely responsive internally and to customers.
- Speak fluent English to communicate with global customers.
- Additional language preferred but not required. In particular Japanese, Vietnamese, or Bahasa Indonesia/Malay.
- 5+ years of Customer Success experience.
