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Posted over 2 years ago

Why Zoovu?

Zoovu is an award-winning leader in Conversational Search, we’re 160 employees strong and fast-growing. With 7 office locations worldwide, we have the advantage to tackle a vast variety of industries including consumer electronics, health & beauty, manufacturing and telecommunications, delivering exceptional value to our clients.

Joining the Zoovu team means all of the opportunity, growth and advancement that can only come from a trusted industry leader.

We are a high velocity start-up with ambitious growth plans. The challenges will be great, and you will have the opportunity to grow with the organization, all the while having the flexibility and autonomy to put your fingerprint on the role and the way the team does business.


What does Zoovu do?

Ever tried finding the right laptop, facial cream or even washing machine online? Not easy, right? That's the problem we're solving for more than 2,500 businesses and millions of consumers worldwide, every second. Our industry-leading conversational search platform allows business users to create, configure, design, monitor and optimize digital sales assistants. Like a salesperson in a store, those "virtual salespeople" help consumers find the right product through a natural human-like conversation. Both leading enterprise businesses such as Amazon, 3M or P&G as well as small and medium-sized retailers and brands use Zoovu to help their customers, increase online sales, improve their customer experience, and gain valuable consumer insights.

Due to our continued growth, we are looking for an amazing Customer Success Managers who are looking to challenge themselves and progress their career.


The Role

      • In this role you will be responsible for the long-term relationship with customers, you will be responsible and accountable for a customer from day 1 after purchase order received. You will orchestra the onboarding and enablement processes and build a success plan to ensure high level of customer satisfaction measured by customer health score card. You will build a trustful relationship with the customers and act as their main point of contact through the customer life cycle, demonstrate proactive approach to ensure product adoption and meet customer business objectives. You will own renewals and help grow the business by identifying potential upsells.

Responsibilities

      • Manage and be Accountable for Customer’s onboarding, enablement, value, adoption, renewals, customer health, and customer satisfaction
      • Responsible for identifying technical and business requirements and use cases to assure Zoovu’s solution drive value and exceed expectations.
      • Acts as the main point of contact throughout the lifecycle, defining a success plan with clear outcomes and ensures clear communication across Customer executives, business owners and operational resources
      • Effectively networks within assigned customers in order to successfully support and execute the customer's strategy and solutions roadmap
      • Delivers an exceptional customer experience with proactive communication, applying the right internal resources, and effectively using our customer enablement resources to meet Zoovu and customer business goals
      • Drives adoption of Zoovu’s solutions – using data to provide insights and progress from baseline through upsells
      • Develop account plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
      • Act as a liaison between product management and the customer with a focus on communicating the Zoovu roadmap and how the roadmap will influence customer activities.
      • Identifies Customer risk and works with internal Zoovu resources to build and execute “get well” plans
      • Be the voice of the customer internally at Zoovu – sharing process improvements and delivering asks back into the Zoovu
      • Demonstrate competency in the Zoovu product solutions
      • Working with the client project manager and executive team to identify/resolve all issues that could impact satisfaction.
      • Ensuring the client takes advantage of Zoovu best practices.
      • Prioritizing and driving resolution on escalated customer issues.
      • Work collaboratively with the Marketing team to build Customer testimonials and referrals.
      • Contributes to ongoing initiatives that continuously improve our approach to efficiently and effectively deliver success to our customers

 

Requirements

      • Bachelor’s Degree in STEM or equivalent experience
      • 3+ years relevant work experience as customer success manager and / or technical account management role
      • Have, or be willing to learn, basic technical skills in html, javascript, css and connecting to APIs to confidently discuss technical terms
      • Experience in working with complex, multi-divisional, multi-geographical customers
      • Strong communication and relationship management skills, with the ability to effectively navigate organizations
      • Strong Consulting skills from working as a trusted advisor to drive business value for clients and their subsidiaries within a SaaS vendor
      • Self-motivated, collaborative, responsible, and passionate about exceeding client expectations
      • Ability to prioritize, multi-task, and perform effectively in ambiguous environments
      • Exceptional organizational, presentation, and people skills
      • Existing knowledge of software in digital marketing and/or digital media space - advantage
      • Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners
      • Highly effective at leading and facilitating executive meetings and workshops
      • Experience with account planning & customer success plans
      • Location: Remote

 

PLEASE NOTE THAT WE WILL ONLY RESPOND TO SUCCESSFUL CANDIDATES