Customer Experience Onboarding Project Manager - Workvivo

Boston, MA, United States

Must be located in the Boston, MA or surrounding area and able to commute into the Boston office regularly**

Workvivo is a digital experience platform that brings workplace culture to life and empowers employees to be heard and feel included, no matter where they work. We are committed to our customers, obsessed with improving employees’ working lives, and driven by results. From automotive, technology, manufacturing, logistics, finance, and everything in between, we roll out the Workvivo platform to diverse organizations across the globe to enhance their employee experience.

Workvivo is part of Zoom, an all-in-one intelligent collaboration platform that makes connecting easier, more immersive, and more dynamic for businesses and individuals. Zoom technology puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation.

Our Onboarding Project Managers are there from Day 1 to guide customers through the implementation and onboarding processes - from goal setting, platform

setup, product training and change management to make sure the customer reaches value as soon as possible.

Responsibilities

Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process

Deliver projects following the Workvivo Customer Experience Implementation methodology

Proactively manage multiple customer projects within scope and schedule

Engage and manage key customer stakeholders throughout the implementation

Deliver high customer satisfaction with every interaction

First point of contact for all aspects of your customer during Onboarding

Deliver training workshops and presentations to the customer in person / via video conferencing platform

Train and educate customers on how to effectively use Workvivo features and capabilities to meet their goals, advise and impart best practices at customer touch points

Communicate with customers appropriately and manage expectations to ensure that the project is a success

Carry out continuous self-learning on product features to remain up to date

Develop and enhance documentation as required for successful rollout of the Workvivo product

Ensure smooth transition of the customer to the Customer Success team post deployment

Sustain focus on continuous improvement, participate in internal projects to optimize processes and product offerings

Collaborate closely with the Product team - act as ‘voice of the customer’ and translate

customer feedback into product insights and strategy

The Ideal Candidate Will Have

3+ years experience in a customer facing role (Previous experience of software project implementation/new customer onboarding would be beneficial)

Excellent Interpersonal and Communication skills

Strong competency in Project Management techniques and a “Customer First” mentality; ability to empathize and build customer loyalty

Experience with Monday.com is beneficial but not required

Appetite for fast-paced, high energy environment

Strong time management - you will manage numerous implementations simultaneously

Ability to adapt as priorities and customer needs change

Proven consultancy skills with the ability to identify opportunities and promote business benefits to a Customer

Ability to produce well-structured and clear customer facing documentation and reports

Ability to communicate and advise on technical aspects to non-technical teams

Fast decision-making ability to meet milestones and deadlines

Ability to challenge the status quo and seek continuous improvement

Ability to effectively use available resources and collaborate as needed to

problem-solve and deliver value for the Customer

Minimum

Salary Range or On Target Earnings:

$88,300.00

Maximum

$209,600.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Information about Zoom’s benefits is on our careers page here.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations.

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 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.

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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 any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [email protected].

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