Customer Experience Onboarding Project Manager - Boston, United States - Zoom Corporation
Description
Must be located in the Boston, MA or surrounding area and able to commute into the Boston office regularly*
Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work.
From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.
Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals.
Our Onboarding Project Managers are there from Day 1 to guide customers through the implementation and onboarding processes - from goal setting, platform
setup, product training and change management to make sure the customer reaches value as soon as possible.
Responsibilities
Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process
Deliver projects following the Workvivo Customer Experience Implementation methodology
Proactively manage multiple customer projects within scope and schedule
Engage and manage key customer stakeholders throughout the implementation
Deliver high customer satisfaction with every interaction
First point of contact for all aspects of your customer during Onboarding
Deliver training workshops and presentations to the customer in person / via video conferencing platform
Train and educate customers on how to effectively use Workvivo features and capabilities to meet their goals, advise and impart best practices at customer touch points
Communicate with customers appropriately and manage expectations to ensure that the project is a success
Carry out continuous self-learning on product features to remain up to date
Develop and enhance documentation as required for successful rollout of the Workvivo product
Ensure smooth transition of the customer to the Customer Success team post deployment
Sustain focus on continuous improvement, participate in internal projects to optimize processes and product offerings
Collaborate closely with the Product team - act as 'voice of the customer' and translate
customer feedback into product insights and strategy
The Ideal Candidate Will Have
3+ years experience in a customer facing role (Previous experience of software project implementation/new customer onboarding would be beneficial)
Excellent Interpersonal and Communication skills
Strong competency in Project Management techniques and a "Customer First" mentality; ability to empathize and build customer loyalty
Experience with is beneficial but not required
Appetite for fast-paced, high energy environment
Strong time management - you will manage numerous implementations simultaneously
Ability to adapt as priorities and customer needs change
Proven consultancy skills with the ability to identify opportunities and promote business benefits to a Customer
Ability to produce well-structured and clear customer facing documentation and reports
Ability to communicate and advise on technical aspects to non-technical teams
Fast decision-making ability to meet milestones and deadlines
Ability to challenge the status quo and seek continuous improvement
Ability to effectively use available resources and collaborate as needed to
problem-solve and deliver value for the Customer
Minimum
Salary Range or
On Target Earnings:
$88,300.00
Maximum
$209,600.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Note:
Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations.
Zoomies help people stay connected so they can get more done together.
We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind.Here, you'll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.
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We believe that the unique contributions of all Zoomies is the driver of our success.
To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.
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