Enterprise Customer Experience Manager – Workvivo

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.

Responsibilities:

• Proactively own and program manage the success of a portfolio of enterprise-level customers from onboarding to customer success management
• Understand the motivators, strategic goals and desired business outcomes for your customers Consult with customers on their internal communication and employee engagement strategy
• Create success plans for your customers and positively influence to ensure adoption, expansion and loyalty
• Build and maintain trusted advisor relationships at the Executive level
• Challenge leaders to continuously drive change across their organization
• Facilitate workshops on best known practices around sponsorship, governance, adoption, platform maturity, and adoption techniques
• Be an expert on the Workvivo Platform, with a deep understanding of our technology and content
• Conduct regular Executive Business Reviews and checkpoints with customer champions in the C-suite and executive leadership
• Harvest and build thought leadership and best practices on employee communication and employee engagement
• Represent the Voice of the Customer and share your customer expertise with the Product and Engineering teams to drive platform improvements and contribute to the product roadmap

Requirements:

• Minimum of 4+ years of B2B SaaS customer success or consulting experience working with global enterprise-level customers (15,000 employees and above)
• Drive, ambition and great positive attitude
• Adapts and thrives in a fast-paced environment
• Challenges the status quo and seeks continuous improvement
• Proven ability to collaborate with cross-functional teams to achieve successful outcomes
• Establishes self as trusted partner and builds strong relationships with customer stakeholders, especially at the Executive level
• Experience in leading technology solution implementations
• Strong business and commercial acumen with previous experience managing a revenue portfolio of enterprise-level customers
• Excellent communication and presentation skills
• Passionate about the future of work and positively impacting the working lives of people in large organizations
• Customer-centric at your core. You’re devoted to ensuring our customers’ success and adoption of Workvivo and advocate for customers’ needs

Performance KPIs:

• Customer on-boarding success
• Customer user adoption rates
• Customer renewal rates
• Customer satisfaction / NPS

Salary Range or On Target Earnings:

Minimum:

$89,800.00

Maximum:

$209,600.00