Senior CX Program Manager - ZoomInfo｜Meet.jobs

At ZoomInfo, we encourage creativity, value innovation, demand teamwork, expect accountability and cherish results. We value your take charge, take initiative, get stuff done attitude and will help you unlock your growth potential. One great choice can change everything. Thrive with us at ZoomInfo.

The Senior CX Program Manager will be responsible for overseeing the design, implementation, and continued iterations of technology-driven programs across the Customer Experience organization. This individual will help to prioritize needs across all functions of Customer Experience in order to best align programs to the overall business goals. This individual must be adept at collaborating cross-functionally, and must have the ability to organize and drive multiple initiatives simultaneously.

Primary Duties:

1. Executive Customer Escalations: Take ownership of executive customer escalations, involving technical investigations, customer communication, and coordination with CX Advocacy teams. Ensure timely resolution and effective communication to maintain customer satisfaction. Proactively work with internal teams to identify trends across executive escalations and spearhead projects to improve these areas to reduce the number of escalations.
2. Lead CX-wide Initiatives: Collaborate with cross-functional teams to support major projects related to CX Technologies such as Ada, Forethought, and Gainsight. This includes providing assistance in planning, execution, and evaluation of these initiatives.
3. Scaling CS Pool Motion: Work closely with Marketing, Revenue Operations and Business Technology teams to scale the Customer Success Pool motion through digital touchpoints. Assist in journey orchestrator programs and campaigns aimed at enhancing customer experience and satisfaction.
4. RevOps & Cross Functional Project Prioritization: Coordinate with RevOps and other key business partner prioritization efforts across the CX organization. Work with relevant stakeholders to align priorities and resources, ensuring optimal operational efficiency and customer success outcomes.

The US base salary range for this position is $117,000 to $137,000 + variable compensation + benefits.

Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process.

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.

About us:

ZoomInfo (NASDAQ: ZI) is the trusted go-to-market platform for businesses to find, acquire, and grow their customers. It delivers accurate, real-time data, insights, and technology to more than 35,000 companies worldwide. Businesses use ZoomInfo to increase efficiency, consolidate technology stacks, and align their sales and marketing teams — all in one platform.

ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.

ZoomInfo is proud to be an Equal Opportunity employer. We are committed to equal employment opportunities for applicants and employees regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic or status protected by applicable law. At ZoomInfo, we also consider qualified candidates with criminal histories, consistent with legal requirements.

ZoomInfo focuses on SaaS, Business Services, Lead Generation, Analytics, and Information Services. Their company has offices in Waltham. They have a very large team that's between 1001-5000 employees. To date, ZoomInfo has raised $7M of funding; their latest round was closed on July 2004.

You can view their website at http://www.zoominfo.com or find them on Twitter and LinkedIn.