Strategic Onboarding Customer Success Manager

This position is not approved for sponsorship **_

What you can expect

The Strategic Onboarding & CSM role is dedicated to delivering a best-in-class platform to our enterprise level customers. You will be instrumental in fostering long-term customer relationships, and ensuring exceptional customer experiences. This person will both drive the implementation/delivery of Workvivo to our new LATAM customers, as well as customer satisfaction and engagement (CSM).

About the Team

The team is focused on delivering exceptional customer success and growth strategies across Latin America for our enterprise level customers. We collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer journey. We tailor our approach to the specific dynamics of the Latin American market. Our goal is to drive customer satisfaction, retention, and expansion while adapting global best practices to fit local needs.

**Responsibilities**:

- Overseeing the onboarding of your strategic level customers
- Creating and executing comprehensive success plans for customers
- Implementing strategies to ensure customer satisfaction, retention, and growth
- Monitoring customer health and proactively address issues or concerns
- Staying informed about market trends, competitor activities, and regulatory changes
- Adapting global best practices for the unique needs of the Latin American market

What we’re looking for
- Experience in customer success, customer experience, or a related field, with expertise in the Latin American market (at least 7 years in CX or related field)
- Be able to understand the Latin American business landscape, cultural nuances, and regulatory environment
- Able to converse in English and Spanish and/or Portuguese
- Able to travel within the region as needed

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

**Benefits**:
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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.

Our Commitment
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.

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