Zoom
Customer Experience Onboarding Project Manager - Workvivo
Zoom, Boston, Massachusetts, us, 02298
Must be located in the Boston, MA or surrounding area and able to commute into the Boston office regularlyWorkvivo 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.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 processDeliver projects following the Workvivo Customer Experience Implementation methodologyProactively manage multiple customer projects within scope and scheduleEngage and manage key customer stakeholders throughout the implementationDeliver high customer satisfaction with every interactionFirst point of contact for all aspects of your customer during OnboardingDeliver training workshops and presentations to the customer in person / via video conferencing platformTrain and educate customers on how to effectively use Workvivo features and capabilities to meet their goals, advise and impart best practices at customer touch pointsCommunicate with customers appropriately and manage expectations to ensure that the project is a successCarry out continuous self-learning on product features to remain up to dateDevelop and enhance documentation as required for successful rollout of the Workvivo productEnsure smooth transition of the customer to the Customer Success team post deploymentSustain focus on continuous improvement, participate in internal projects to optimize processes and product offeringsCollaborate closely with the Product team - act as ‘voice of the customer’ and translate customer feedback into product insights and strategyThe 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 skillsStrong competency in Project Management techniques and a “Customer First” mentality; ability to empathize and build customer loyaltyExperience with Monday.com is beneficial but not requiredAppetite for fast-paced, high energy environmentStrong time management - you will manage numerous implementations simultaneouslyAbility to adapt as priorities and customer needs changeProven consultancy skills with the ability to identify opportunities and promote business benefits to a CustomerAbility to produce well-structured and clear customer facing documentation and reportsAbility to communicate and advise on technical aspects to non-technical teamsFast decision-making ability to meet milestones and deadlinesAbility to challenge the status quo and seek continuous improvementAbility to effectively use available resources and collaborate as needed to problem-solve and deliver value for the CustomerMinimum Salary Range or On Target Earnings
$88,300.00 - $209,600.00In 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.Information about Zoom’s benefits is on our careers page here.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.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.Explore Zoom
Hear from our leadership teamBrowse Awards and Employee Reviews on ComparablyVisit our BlogZoom with us!Find us on social at the links below and on InstagramView more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.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. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.
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Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding processDeliver projects following the Workvivo Customer Experience Implementation methodologyProactively manage multiple customer projects within scope and scheduleEngage and manage key customer stakeholders throughout the implementationDeliver high customer satisfaction with every interactionFirst point of contact for all aspects of your customer during OnboardingDeliver training workshops and presentations to the customer in person / via video conferencing platformTrain and educate customers on how to effectively use Workvivo features and capabilities to meet their goals, advise and impart best practices at customer touch pointsCommunicate with customers appropriately and manage expectations to ensure that the project is a successCarry out continuous self-learning on product features to remain up to dateDevelop and enhance documentation as required for successful rollout of the Workvivo productEnsure smooth transition of the customer to the Customer Success team post deploymentSustain focus on continuous improvement, participate in internal projects to optimize processes and product offeringsCollaborate closely with the Product team - act as ‘voice of the customer’ and translate customer feedback into product insights and strategyThe 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 skillsStrong competency in Project Management techniques and a “Customer First” mentality; ability to empathize and build customer loyaltyExperience with Monday.com is beneficial but not requiredAppetite for fast-paced, high energy environmentStrong time management - you will manage numerous implementations simultaneouslyAbility to adapt as priorities and customer needs changeProven consultancy skills with the ability to identify opportunities and promote business benefits to a CustomerAbility to produce well-structured and clear customer facing documentation and reportsAbility to communicate and advise on technical aspects to non-technical teamsFast decision-making ability to meet milestones and deadlinesAbility to challenge the status quo and seek continuous improvementAbility to effectively use available resources and collaborate as needed to problem-solve and deliver value for the CustomerMinimum Salary Range or On Target Earnings
$88,300.00 - $209,600.00In 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.Information about Zoom’s benefits is on our careers page here.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.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.Explore Zoom
Hear from our leadership teamBrowse Awards and Employee Reviews on ComparablyVisit our BlogZoom with us!Find us on social at the links below and on InstagramView more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.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. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.
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