XTN-DD1F110 | CUSTOMER SUCCESS ARCHITECT

Are you a strategic thinker who loves bridging the gap between complex technology and tangible business outcomes?

As our Customer Success Architect, you will be the trusted advisor and technical mastermind for our Zoom Phone clients. You won't just be answering questions; you'll be designing blueprints for success, driving product adoption, and unlocking the full potential of our platform. If you have a passion for architecting telecommunications solutions and thrive at the intersection of technical expertise and customer empathy, we want you on our team.

• Work Where You Work Best: Thrive in a fully remote environment from your own home office.
• Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.
• Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.
• Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.
• Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.

• Teach customers how to initially set up their Zoom Phone account and guide them through the admin capabilities.
• Help identify possible customer pain points and suggest solutions on how their goals can be addressed within the ZP platform.
• Review, teach and explain complicated call routing and how to set it up in an environment where there may be several ways to achieve the same goal.
• Guide clients through a new world of web-based user interfaces, mobile apps, and computer-based software configurations
• Ability to manage a book of business of multiple customers, meeting regularly for their deployment needs.
• Time Management: ensuring your calendar’s appointments are scheduled, able to track issues and questions that come up, and keeping detailed notes of what has happened throughout the entire process
• Scheduling skills are required as a typical day could require multiple customer-facing meetings while juggling number ordering tickets, answering emails, and updating notes in between each session can occur.
• Ability to handle escalated issues and know when to escalate the problems that require immediate attention

• Strong technical understanding of the Zoom portfolio
• Experience in handling Unified Communications platform
• Has a general knowledge of the telephony porting process (preferred)
• Strong and effective customer communication skills
• CRM experience with Salesforce.com preferred
• Ability to deliver customized presentations and demonstrations via web conference
• 4+ yearsthe in customer-focused role – post-sales technical support
• Must possess excellent computer skills, including extensive spreadsheet knowledge and word processing. Windows-based software and Excel are required. Experience in Microsoft Word, Excel, PowerPoint, and MS Project preferred
• Self­-motivated with the ability to dive right in, be effective, and make a difference.
• Project management skills

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.