Enterprise Services Manager

Summary

Join Zuora's Managed Services team as an Enterprise Services Manager! You will oversee service delivery for key customers, ensuring optimal platform performance. Responsibilities include managing a team, monitoring workflows, troubleshooting issues, and providing customer reports. You'll collaborate with internal and external stakeholders, enhancing processes, and contributing to team strategy. This remote position offers flexibility with occasional office visits. A strong technical background and excellent communication skills are essential.

Requirements

• 4+ years in an engineering environment as a senior engineer or lead
• Technical aptitude and ability to assist engineering teams with process and technical solutions
• Enjoys interacting with multiple internal stakeholders (such as Sales, Marketing, Customer Success, GS, Product Management and Support). Also with Customers and Partners
• Strong written, verbal communication and presentation skills including the ability to build effective presentations
• Ability to build, lead and execute strategy in a cross-functional environment
• Strong tolerance for ambiguity; able to focus and execute in a changing environment; ability to make things happen
• Self-starter who truly enjoys working in a fast-paced high volume transaction environment

Responsibilities

• Plan, direct, and monitor operational/tactical activities of a highly matrixed global team across regions
• Responsible for leading the Managed Services team for a set group of customers
• Monitoring and managing Zuora workflows and process on behalf of customers when appropriate
• Helping engineers with troubleshooting problems that arise
• Managing and overseeing delivery on requests from customers
• Assisting engineers with technical solutions around data, workflows, and the Zuora application in whole
• Ensuring that any service disruptions are addressed and resolved in a timely manner regardless of technical team responsible for resolution
• Providing reports to customers on activity, failure rates, work volume, etc
• Observing day to day operations and making recommendations for enhancements to workflows and/or business processes
• Working with GS and other Zuora teams on enhancements for customers
• Assisting with testing and/or implementation of new services working with other Zuora teams
• Manage knowledge transfer and process documentation
• Provide vendor oversight to 3rd party partners to ensure seamless integration and process flows
• Assist in the evaluation and improvement of the onboarding/offboarding procedures
• Participate and influence in creation of team strategy
• Provides some technical as well as people leadership

Preferred Qualifications

• AS/BS in computer science, engineering, or other related major is a plus
• Previous hands-on experience with one or more Managed Service offerings is a plus
• Hands-on experience with Zuora products is a plus
• The ability to travel is a plus

Benefits

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing
• This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites