What you can expect
The Head of Customer Success, EMEA & APAC will be responsible for leading and mentor multinational customer success teams. You will execute on global strategy for customer satisfaction, retention and growth across regions. You will align regional Customer Success initiatives with overall business objectives. The ideal candidate has experience in scaling customer success operations across diverse markets. A proven track record in multi-regional customer success management and deep understanding of EMEA and ASIA business cultures and practices.
About the Team
Customer Services play a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
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What we're looking for
• 10+ years of customer success experience in a global context within leadership roles
• Have a solid understanding of business SaaS business models strategies, leverage insights for strategic growth and guide your team
• Have experience of multi-lingual and multi-market Customer Success operations
• Empower and inspire leaders with the ability to delegate and motivate a team to deliver set vision and objectives.
• Have some experience of working across UCaaS / CX / CCaaS
• Can demonstrate ownership of complex and cross-functional delivery with sustainable and aligned outputs.
• Have fluency in English; additional languages are welcomed
• Have a willingness to travel internationally (+30% of the time)
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. Click Learn for more information.
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.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.