Zuora Subject Expert : Orders and CPQ
The Customer Success Zuora Subject Matter Expert (SME) is a new customer facing role that sits in the CSM team at Zuora.
As such, we need well-rounded athletes who can :
Serve as a Zuora Subject Matter expert in the Subscription Economy to help customers optimize and grow their business via a streamlined quote-to-cash process.
Take complex ideas and communicate them in a simple, elegant way.
Go deep on the product and engage with customers in new, creative ways.
Anticipate customer needs and requirements by serving as the customer’s voice to the entire Zuora organization, including product, marketing, professional services and sales.
Serve as a Zuora for Salesforce (Zuora CPQ) expert in the Subscription Economy to help customers optimize and grow their business via a streamlined quote-to-cash process.
Must cultivate and maintain effective working relationship with a variety of stakeholders such as customers, senior management, support, product and engineering amongst others.
Comfortable in creating, documenting and executing use cases in your test environment based on customer discovery calls and derived needs.
Be able to articulate best practices, and create and present recommendations to customers.
Comfortable in articulating to customers alternative solutions and the associated pros and cons while making one specific recommendation.
Ability to effectively prioritize and time manage multiple projects / customers concurrently to resolution.
Understand and keep up-to-date on the latest product functionality, its dependencies, the underlying architecture and their operational impact.
Recommend areas of improvement to product development teams in performance and feature capabilities that will improve our customers' successful use of Zuora, drive adoption and discover new revenue opportunities.
Deliver high customer satisfaction - our all-time customer satisfaction rating is 95%.
Share and develop best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
Make a measurable impact on one of the fastest growing companies in Silicon Valley.
Be Salesforce Certified Platform Developer 1 or become certified with 3 months of hire
Must have extensive experience customizing and configuring Salesforce.
Experience developing or supporting SOAP-based APIs, web-based development, XML, Java, APEX and SQL is a plus.
Familiarity with Salesforce flows, formula fields, page layouts, SFDC sites and Lightning
Passionate about customer success.
A minimum of 2-5 years experience supporting, implementing Saas, ERP or Quote to Cash’ as a business analyst or customer facing role.
Previous ERP, General Ledger, Payment Services, CRM(Salesforce), Billing or other e-business suites highly preferred.
Excellent analysis, troubleshooting, and problem solving skills.
Propensity for hard work and a willingness to perform different roles as required.
Displays leadership qualities and works well with others.