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Strategy & Analytics Manager, Cs

3 weeks ago

Singapore Zoom Full time

**Work Styles at Zoom**

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

**About Us**

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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 Webinar.

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.

**Summary**:
Our team is growing As a** Strategy & Analytics Manager** in the Customer Success Organization, you will leverage your experience and aptitude to help CS leadership better serve our internal and external customers through data-driven insights that focus on direct product-related metrics along with internal productivity and process tracking. This role will be aligned with our International Customer Success Leadership team here at Zoom.

**Responsibilities**:
**Key Responsibilities**
- Partner with and provide analytics to the International Department Heads to develop the short-and long-term strategies of the team.
- Long-term planning of account strategy and coverage model for International CS as it best compliments the goals of the revenue organization
- Partner with Global CS Analyst and Finance on headcount planning needs for the international teams
- Create and maintain reporting and analytics available to Customer Success and identify opportunities to streamline
- Own data model and delivery of insights to CS leadership for success metrics
- Partner with CS Leadership to identify needs within their unique teams
- Develop customer trends through data, including; Customer lifecycle stages, product adoption, NPS, renewals and retention
- Develop CS trends through data, including; Productivity effectiveness, account baseline analysis, renewal and retention rates
- Proactively identify other areas of the business for analysis
- Ad hoc reporting projects within CS Ops

**Minimum Qualifications**
- ** **Ability to perform advanced analysis in Microsoft Excel and Google Sheets
- Strong understanding of SaaS business metrics
- Own and execute your projects from start to finish
- 5+ years’ experience in an analyst function
- 3+ years’ experience in customer success, or operations functions preferred
- Experience in SaaS business models
- Excellent presentation and communications skills - a comfortable and engaging delivery style
- Track-record of data driven projects that have made an impact on the business

**Preferred Qualifications**:

- Ability to quickly adapt based on business needs and prioritize appropriately
- Ability to engage and drive trust with internal teams to foster collaborative partnerships
- Ability to work effectively and manage multiple projects and tasks concurrently
- Excellent active listening and interpersonal skills
- Influential - ability to influence others
- Empathetic: able to understand the needs and pressures of others and develop plans and programs to best address those needs
- Team player: enjoy working with diverse groups of people with widely variable technical skills

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.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

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