Enterprise Services Manager

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team & Role

The Managed Services team provides a service to help Zuora customers manage their daily operations to keep their Zuora platform running optimally. It is a hands-on team that operates as an extension of our customer’s IT resources. The support we offer is customized to meet their needs, and includes application monitoring, assistance with financial transactions, and various technical tasks. The support spans all of our Zuora products providing exposure and experience to a wide variety of technologies, processes and teams across Zuora.

As an Enterprise Services Manager you will be overseeing the delivery and the success of the services for your customers. Your responsibility is to make sure that you and the Managed Services team identifies the operational needs of our customers, documents the actions to be taken on behalf of the customer, and delivers on their needs. Your assistance with fulfilling requests is required as you are the point of contact for our Managed Services team, and are knowledgeable of your customers' Zuora installation, customizations and data footprint.  A dedicated team will be available 24X7 to respond to customer needs, and monitor their Zuora activity and platform. 

You will oversee the delivery of the service, ensuring that all activities are documented and operationalized to the point where needful actions can be taken by any on-shift engineer for 24X7 delivery. Attention to process and documentation is absolutely essential for success. You are the face of Zuora to the customer and will work with our account and technical Zuora teams in management of our services.

This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby. 

What you’ll do

• Plan, direct, and monitor operational/tactical activities of a highly matrixed global team across regions.
• Responsible for leading the Managed Services team for a set group of customers
• Monitoring and managing Zuora workflows and process on behalf of customers when appropriate
• Helping engineers with troubleshooting problems that arise
• Managing and overseeing delivery on requests from customers
• Assisting engineers with technical solutions around data, workflows, and the Zuora application in whole
• Ensuring that any service disruptions are addressed and resolved in a timely manner regardless of technical team responsible for resolution
• Providing reports to customers on activity, failure rates, work volume, etc.
• Observing day to day operations and making recommendations for enhancements to workflows and/or business processes
• Working with GS and other Zuora teams on enhancements for customers
• Assisting with testing and/or implementation of new services working with other Zuora teams

• Manage knowledge transfer and process documentation
• Provide vendor oversight to 3rd party partners to ensure seamless integration and process flows
• Assist in the evaluation and improvement of the onboarding/offboarding procedures
• Participate and influence in creation of team strategy
• Provides some technical as well as people leadership

• This is not intended to be an exhaustive list of duties or responsibilities; at times other duties may be assigned as needed.

Your experience

• 4+ years in an engineering environment as a senior engineer or lead.  
• Technical aptitude and ability to assist engineering teams with process and technical solutions. 
• Enjoys interacting with multiple internal stakeholders (such as Sales, Marketing, Customer Success, GS, Product Management and Support). Also with Customers and Partners
• Strong written, verbal communication and presentation skills including the ability to build effective presentations.
• Ability to build, lead and execute strategy in a cross-functional environment.
• Strong tolerance for ambiguity; able to focus and execute in a changing environment; ability to make things happen.
• Self-starter who truly enjoys working in a fast-paced high volume transaction environment.
• AS/BS in computer science, engineering, or other related major is a plus
• Previous hands-on experience with one or more Managed Service offerings is a plus.  
• Hands-on experience with Zuora products is a plus. 
• The ability to travel is a plus

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

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@zuora.com.