KCS Program Manager

Profile

OUR VISION: THE WORLD. SUBSCRIBED.

Customers have changed. They’re looking for new ways to engage with businesses. Consumers today have a new set of expectations. They want outcomes, not ownership. Customization, not generalization. Constant improvement, not planned obsolescence.

In the old world (let’s call it the Product Economy) it was all about things. Acquiring new customers, shipping commodities, billing for one-time transactions. But in today’s new era, it’s all about relationships. More and more customers are becoming subscribers because subscription experiences built around services meet consumers’ needs better than the static offerings or a single product.

Our vision is “The World Subscribed” where one day every company will be a part of the Subscription Economy® (a phrase coined by our CEO, Tien Tzuo and author of the best selling book

Subscribed

THE TEAM

The Global Customer Support team fulfills a super important role for Zuora and is often the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across nine different locations around the world who are strategically structured around our functional teams and customer support levels that increase in complexity and the skills and experience needed to handle it.

YOUR MISSION:

Zuora is looking for a KCS Program Manager to join our Global Support Operations group. With a focus on helping customers self-service, find answers to regular questions, and use best practices with our products and services.

THE OPPORTUNITY (AKA: Why you want this role over any other out there)

I

n this role, you will implement our KCS initiative across all global support centers, create a knowledge-sharing and collaborative culture, develop content, processes, maintenance strategies, KPI’s, and manage the program. You will operate as a champion and ambassador for KCS, partnering with engineering, global support teams, global services, partners, global training, customer primacy, and operations to deliver industry best-in-class content, ticket deflection, and cultivate the adoption of KCS across our organization. Your contributions will help shape our customer experience and up-level our global support team.

OUR TECH STACK:

Zendesk, Mindtouch, Higher Logic, and JIRA are some of the tools your be working with.

WHAT YOU’LL ACHIEVE

Lead our KCS Program, partnering with other teams and reporting to support leadership.

Evangelize KCS across our organization by communicating the vision and empowering proactive knowledge prevention with support agents and other teams.

Transform our support agents thinking around delivering value to our customers through knowledge.

Manage the testing, training, and communications plan for all KCS activities.

Build a self-correcting framework to maximize and automate knowledge capabilities throughout our organization.

Develop a practical, collaborative, and holistic methodology for capturing, managing, and using knowledge.

Define and maintain the various Roles and Responsibilities for each persona within the KCS system.

Develop a communication strategy to inform and motivate the KCS Community by use of reporting and dashboards.

Organize regular check in’s with KCS members and create feedback streams to support leadership for KCS at a global and individual level.

Leverage collective experience, rigorous collection/recording of organizational knowledge, and feedback loops to inform leadership when practices, policies, products, and services should be reviewed and possibly changed to enhance the overall customer experience.

Document our journey to show the difference made by using a KCS approach

WHAT YOU’LL NEED TO BE SUCCESSFUL

Preferred, KCS Practices v6 Certification

Preferred (but not required) Bachelor’s degree in relevant field or equivalent business experience

Experience managing a KCS program in a large technical support or customer support operation.

Demonstrated ability to manage cross-functional efforts without managing the participants.

Professional confidence, strong effective presence, strong verbal and written communication skills, ability to effectively communicate technical concepts and plans at all levels.

Presentation development and delivery skills.

Strong problem solving, priority setting, multi-tasking, analytical, and collaboration skills.

Self-starter with the ability to create projects and see them through to completion.

Strong organizational skills with attention to detail and the ability to handle multiple priorities.

Excellent project management skills.

ABOUT ZUORA & OUR “ZEO” CULTURE

Zuora (NYSE: ZUO) Zuora provides the leading cloud-based subscription management platform that functions as a system of record for subscription businesses across all industries. Powering the Subscription Economy®, the Zuora platform was architected specifically for dynamic, recurring subscription business models and acts as an intelligent subscription management hub that automates and orchestrates the entire subscription order-to-revenue process seamlessly across billing and revenue recognition. Zuora serves more than 1,000 companies around the world, including Box, Ford, Penske Media Corporation, Schneider Electric, Siemens, Xplornet, and Zoom.

At Zuora, we have one CEO but ​every employee is empowered and supported to be the ‘ZEO’ of their own career experience. By embedding inclusion and belonging into our processes, policies and culture, we are building a workplace where our 1,200 ZEOs across North America, Europe, and APAC can bring all the elements of who they are into their work.

In addition to an industry-leading six-month, 100% paid parental leave for all our ZEOs, we also offer programs to support your mental health and give back to our communities along with “career cash” and plenty of learning and development opportunities.

To learn more visit

www.zuora.com

Zuora is proud to be an Equal Employment Opportunity Employer.

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.

Company info

Zuora Inc.
Website : http://www.zuora.com