ZoomInfo Technologies LLC
Customer Solutions Analyst III
ZoomInfo Technologies LLC, Watertown, Massachusetts, us, 02472
At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.
At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.
ZoomInfo
is looking for an experienced, results-oriented
Customer Solutions Analyst
who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.
What You'll Do:
Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform Effectively triage and manage escalations to engineering teams for issues that can't be resolved by Solutions, simultaneously managing communication with the customer Support primarily Enterprise customers on highly complex issues, effectively communicating with internal and external stakeholders, ranging from Developers to Sales leadership Document best practices and troubleshooting steps to build a repository of documentation for a new product Leverage strong third-party CRM knowledge to educate and guide customers on usage and product adoption Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal What You Bring:
Bachelor's degree preferred and/or 5+ years of equivalent work experience in SaaS organization 2+ years experience working primarily with Enterprise accounts on platform integrations to CRMs Proven ability to multi-task and successfully manage multiple priorities simultaneously Must have a strong attention to detail and a self-directed problem solver Ability to adapt and pivot in a fast paced, ever-changing environment Excellent white-glove customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious A strong sense of urgency Ability to empower end-users to support themselves using our online training resources Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation Highly organized and able to manage multiple projects and priorities A desire and aptitude to learn - must be able to independently partner with leadership in developing Support processes for a new Product launch Proven ability to effectively operate in ambiguity, able to think critically and creatively to solve problems Preferred Technical Skills: strong CRM backend and ecosystem knowledge, experience supporting API connections nice to have Experience independently writing complex SQL queries to solve customer data issues Salesforce Admin certificate preferred
#LI-DB
#LI-Hybrid
Actual compensation offered will be based on factors such as the candidate's work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process. We want our employees and their families to thrive.
In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.
Below is the US base salary for this position. Additional compensation such as Bonus, Commission, Equity and other benefits may also apply.
$70,400-$96,800 USD
About us:
ZoomInfo (NASDAQ: ZI) is the trusted go-to-market platform for businesses to find, acquire, and grow their customers. It delivers accurate, real-time data, insights, and technology to more than 35,000 companies worldwide. Businesses use ZoomInfo to increase efficiency, consolidate technology stacks, and align their sales and marketing teams - all in one platform.
ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
ZoomInfo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunities for applicants and employees regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic or status protected by applicable law. At ZoomInfo, we also consider qualified candidates with criminal histories, consistent with legal requirements.
At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.
ZoomInfo
is looking for an experienced, results-oriented
Customer Solutions Analyst
who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.
What You'll Do:
Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform Effectively triage and manage escalations to engineering teams for issues that can't be resolved by Solutions, simultaneously managing communication with the customer Support primarily Enterprise customers on highly complex issues, effectively communicating with internal and external stakeholders, ranging from Developers to Sales leadership Document best practices and troubleshooting steps to build a repository of documentation for a new product Leverage strong third-party CRM knowledge to educate and guide customers on usage and product adoption Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal What You Bring:
Bachelor's degree preferred and/or 5+ years of equivalent work experience in SaaS organization 2+ years experience working primarily with Enterprise accounts on platform integrations to CRMs Proven ability to multi-task and successfully manage multiple priorities simultaneously Must have a strong attention to detail and a self-directed problem solver Ability to adapt and pivot in a fast paced, ever-changing environment Excellent white-glove customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious A strong sense of urgency Ability to empower end-users to support themselves using our online training resources Excellent organizational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation Highly organized and able to manage multiple projects and priorities A desire and aptitude to learn - must be able to independently partner with leadership in developing Support processes for a new Product launch Proven ability to effectively operate in ambiguity, able to think critically and creatively to solve problems Preferred Technical Skills: strong CRM backend and ecosystem knowledge, experience supporting API connections nice to have Experience independently writing complex SQL queries to solve customer data issues Salesforce Admin certificate preferred
#LI-DB
#LI-Hybrid
Actual compensation offered will be based on factors such as the candidate's work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process. We want our employees and their families to thrive.
In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.
Below is the US base salary for this position. Additional compensation such as Bonus, Commission, Equity and other benefits may also apply.
$70,400-$96,800 USD
About us:
ZoomInfo (NASDAQ: ZI) is the trusted go-to-market platform for businesses to find, acquire, and grow their customers. It delivers accurate, real-time data, insights, and technology to more than 35,000 companies worldwide. Businesses use ZoomInfo to increase efficiency, consolidate technology stacks, and align their sales and marketing teams - all in one platform.
ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
ZoomInfo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunities for applicants and employees regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic or status protected by applicable law. At ZoomInfo, we also consider qualified candidates with criminal histories, consistent with legal requirements.