ZoomInfo is looking for a results-oriented candidate to join our CX Technologies Program team as a CX Technologies Program Manager. This role is an integral part of our strategy to ensure that we can effectively scale the Customer Solutions organization with technology and that every customer is set up for success. In this role, you will be responsible for managing the customer-facing technologies used for support including Ada and Forethought. This includes analyzing and actioning trends, updating for product changes and new features, leveraging for incident management and case deflection, and ensuring a high-quality customer experience with these tools. 

What You'll Do:

Management of Ada Chatbot tool

• Maintain and build conversation flows for the ZoomInfo and Datanyze environments. This will include flows for SalesOS, TalentOS, MarketingOS, Engage, Chorus, and RingLead
• Manage proactive Ada Engage conversations flows used for driving adoption and other key features within ZoomInfo. Knowledge of SQL is preferred for managing this Ada Engage tool
• Attend various meetings with internal stakeholders for enablement on new product and feature updates and translate this information to new or existing content updates
• Monitor and utilize the Improve tab in Ada to expand accuracy and coverage in bot training
• Identify new ways to bring in data and further personalize the overall customer experience
• Ensure the tone of new Ada chatbot flows are aligned with the persona of ZIP (Ada)
• Collaborate with Product on customer themes and feedback shown in Ada to create a feedback loop
• Work closely with the larger Customer Solutions team on trends and themes we’re seeing and how we can impact those using Ada

Management of Forethought tool

• Collaborate closely with CX Technologies Team Member on oversight of Forethought tools, including triage and solve.
  • Solve:
    • Collect, maintain, and coordinate model feedback to ensure that model accuracy hits target threshold. 
    • Review Knowledge Center articles and email templates regularly to ensure content is up to date. 
    • Coordinate with Forethought to implement additional business use cases with coordination and input from Solutions Management 

• • Triage:
    • Partner with the Forethought team to maintain and improve training of prediction models. 
    • Manage internal changes and the impact to Forethought’s model configuration when new case record types and/or primary closure statuses are created across CX
  • Run Monthly reporting for Solutions leadership on Forethought performance stats
  • Partner with RevOps team for all Salesforce related work for Forethought
  • Work closely with larger Customer Solutions team on customer themes how we can impact those using Forethought

CX Program Technologies Team Responsibilities

• Partner closely with Senior CX Program Technologies Manager who will be driving strategy and project management
• Run weekly reporting on output of all CX Program technologies
• Partner closely with RevOps and CX Strategy team to ensure that all projects, integrations, and cross functional work are properly scoped and managed through relevant sprint processes.

What You Bring:

• Bachelor’s degree and/or 2/3 years of relevant experience
• Knowledge of the ZoomInfo product suite including how customers use the platform and common questions or issues they run into 
• Ability to work cross-functionality with Product, Enablement, Engineering, other CX teams, and various buckets of Customer Solutions and Integrations Support to collaborate on tool maintenance for all product areas 
• SQL knowledge preferred
• Proven ability to multi-task and successfully manage multiple priorities simultaneously
• Must have a strong attention to detail and be a self-directed problem solver
• Ability to adapt and pivot in a fast paced, ever-changing environment
• Ability to empower end-users to support themselves using our online training resources
• Excellent organizational, written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner-level users to developers
• Project management skills to effectively track ongoing changes to tools, prioritization, and status

At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.

ZoomInfo is growing and looking to add talented and passionate people to our Customer Success team! This individual will drive product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships with some of the world’s most iconic companies currently using ZoomInfo. This CSM will be responsible for all aspects of strategic account partnerships, adoption and customer success planning. This position will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of our customers. We provide world-class training while surrounded by incredible co-workers and leaders who have a vested interest in seeing you thrive. 

What You'll Do:

• Act as an extension of our strategic customers, being a proactive advocate within ZoomInfo and our customer base to accomplish defined objectives
• Develop a trusted advisor relationship with strategic customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging ZoomInfo to achieve full business value
• Proactively grow the breadth and depth of strategic relationships within customers
• Closely manage and nurture accounts to identify and eliminate risk of attrition
• Partner with internal ZoomInfo stakeholders to align account activities with the strategic customer’s business case and strategy
• Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success
• Ensure customers are aware of and educated on new features and releases
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services

What You Will Bring:

• 2+ years of customer success, account management, or sales experience in a competitive SaaS environment
• 2+ years working with Mid-Market level accounts
• Have a great understanding of world-class go-to-market process, including how Revenue Operations, Enablement Leaders, Sales Managers, Customer Success leaders and individual contributors think and operate
• Excellent communication skills, including issue tracking, triaging and crisis management
• Ability to efficiently manage multiple customer projects simultaneously
• Communicates with internal and external customers and all levels of management
• Effectively communicate technical information to non-technical audiences
• Delivers informative, well-organized presentations
• Understands how to communicate difficult/sensitive information tactfully
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Manages client expectations effectively
• Self-motivated, collaborative and scrappy team player with innovative ideas to inspire customer loyalty and adoption
• General understanding of sales methodologies and playbooks like Sandler, Winning By Design, MEDDIC a plus!
• Bachelor's Degree or Master's Degree preferred
• Ability to work a minimum of three days per week from one of our office locations. 

• Incredibly strong onboarding program - be set up for success in your first 90 days
• Ongoing training to help you grow
• Market leading product offering (check our our long list of G2 awards)
• Comprehensive Medical, Dental, Vision
• Eligibility for Future Equity Awards
• 401k Matching (50% of the first 7% of your contribution)
• 12 weeks Parental Leave for primary caregivers, 4 weeks for secondary caregivers
• Family forming benefits up to $20k, plus discounts on a Care.com membership
• Virgin Pulse Wellness Program
• Optional add ons such as pet insurance, legal service support, and more!

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