Glynn Capital
Glynn Capital

Customer Success Manager, London - Workvivo



Customer Service, Sales & Business Development
London, UK
Posted on Wednesday, November 15, 2023

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. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. 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. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation.

As part of the ongoing global expansion of Workvivo, we need the best Customer Success Managers to deliver the ultimate customer experience, partner with our customers to deliver a fantastic employee experience and continue to meet our growth ambitions.

Key Duties and Responsibilities:

  • Be responsible for ongoing relationship-building and driving business adoption of the Workvivo product for customers throughout the post-launch journey.

  • Become a subject matter expert on employee engagement & internal communications.

  • Own agendas for weekly/biweekly calls, record cadence via the CRM system.

  • Deliver Executive Business Reviews to key customer stakeholders.

  • Provide Best Practices and guidance on how to increase adoption based on a mixture of customer case studies and performance trends.

  • Understand desired customer business outcomes, developing key performance indicators (KPIs).

  • Assist with technical troubleshooting.

  • Pull and analyse metrics.

  • You will be commercially astute with a capacity to recognise when escalation is necessary.

  • Translate customer feedback into product direction and strategy as ‘voice of the customer’.

  • Be ready to collaborate with Project Managers, Product, Sales and Marketing.

  • Additionally, you will work with the Director of Customer Success to develop and enhance post-launch Best Practices and collateral required for successful adoption of Workvivo product.

Desirable Skills and Experience:

  • Excellent communication skills written, verbal, one-to-one, group, formal presentations. Able to produce well-structured and clear customer facing documentation and reports.

  • Strong competency in Customer Success techniques and approaches.

  • Excellent relationship builder.

  • Ability to communicate technical problems to non-technical people.

  • Enable fast decision making to keep track of deadlines and agendas.

  • Challenges the status quo and seeks continuous improvement.

  • Strong consultancy skills with the ability to identify and promote business benefits to a client Ability to think laterally and strategically.

  • Excellent presentation skills at all levels.

  • Provide excellent customer service skills –hugely responsive internally and to customers.

Performance KPI’s:

  • CRM hygiene

  • Customer user adoption rates

  • Customer renewal rates

  • Customer satisfaction / NPS

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.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

About Us

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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