XTN-DD1F110 | CUSTOMER SUCCESS ARCHITECT
Are you a strategic thinker who loves bridging the gap between complex technology and tangible business outcomes?
As our Customer Success Architect , you will be the trusted advisor and technical mastermind for our Zoom Phone clients. You won't just be answering questions; you'll be designing blueprints for success, driving product adoption, and unlocking the full potential of our platform. If you have a passion for architecting telecommunications solutions and thrive at the intersection of technical expertise and customer empathy, we want you on our team.
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Work Where You Work Best: Thrive in a fully remote environment from your own home office.
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Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.
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Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.
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Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.
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Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.
- Teach customers how to initially set up their Zoom Phone account and guide them through the admin capabilities.
- Help identify possible customer pain points and suggest solutions on how their goals can be addressed within the ZP platform.
- Review, teach and explain complicated call routing and how to set it up in an environment where there may be several ways to achieve the same goal.
- Guide clients through a new world of web-based user interfaces, mobile apps, and computer-based software configurations
- Ability to manage a book of business of multiple customers, meeting regularly for their deployment needs.
- Time Management: ensuring your calendar’s appointments are scheduled, able to track issues and questions that come up, and keeping detailed notes of what has happened throughout the entire process
- Scheduling skills are required as a typical day could require multiple customer-facing meetings while juggling number ordering tickets, answering emails, and updating notes in between each session can occur.
- Ability to handle escalated issues and know when to escalate the problems that require immediate attention
- Strong technical understanding of the Zoom portfolio
- Experience in handling Unified Communications platform
- Has a general knowledge of the telephony porting process (preferred)
- Strong and effective customer communication skills
- CRM experience with Salesforce.com preferred
- Ability to deliver customized presentations and demonstrations via web conference
- 4+ yearsthe in customer-focused role – post-sales technical support
- Must possess excellent computer skills, including extensive spreadsheet knowledge and word processing. Windows-based software and Excel are required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
- Self-motivated with the ability to dive right in, be effective, and make a difference.
- Project management skills
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
Originally posted on Himalayas