Engagement Manager, Customer Success

Who we are

80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

If you are still reading, and connect compassionately about this underserved segment, come and join us to drive Technology Equity in the global workforce.

At Zinier, we are on a mission to enable these 2.7 B Deskless Workers achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs, we design software experiences that enable every Deskless Worker to excel in the field.

We are a remote-first global team headquartered in Silicon Valley. Our hybrid workforce is spread across Houston, London, Madrid, Mexico City, Singapore and Bangalore, and leading investors, including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management and Qualcomm Ventures LLC.

What we are looking for
If you get excited about selling, solutioning, onboarding, nurturing and growing enterprise clients; if you excel at converting code talk into business value discussions; if you want to grow your career in a venture-funded Silicon Valley tech company - you have come to the right place. We would like to meet you.

We are looking for a top-notch Customer Success & Engagement Manager (CSEM) who will be responsible for pitching, solutioning and rolling out Zinier’s innovative Field Service Platforms to our enterprise customers (prospects and current) worldwide. As a key member of the team, you will be utilizing your outstanding project management, technical and client engagement skills to present the value of Zinier to potential customers, to deliver the solution on time and on budget to the customer. You'll leverage your deep experience scoping software implementations, as well as your knowledge in SaaS to inspire customer confidence in the value of our Customer Success and Solutions Delivery team.

Role Responsibilities

• Get exposed to the latest technology constructs such as low code, platform solutions and AI in field service.
• Becoming a business owner balancing customer goals, revenue and margin in both presales,  implementation and post launch projects.
• Work with business and IT stakeholders to accelerate time to value on implementation projects.
• Work with diverse stakeholders such as Solution Architects, India development teams to ensure on time launch of projects.
• Understanding Zinier products in order to influence product development plans and schedules.
• Support and Collaborating with the Zinier Sales and Business Development team to present our solution in a comprehensive and compelling way to win business.
• Presenting regularly to the customer and Zinier stakeholders on the status of the deal pursuits, implementation projects and active account health
• Uncover potential business opportunities with customer prospects through client discovery, researching and understanding prospects' go-to-market strategies, and identifying potential solution hypotheses and value drivers of our Customer Success and Solutions Delivery team.
• Continually search for ways to improve solution offerings and the methods by which customers are supported by Zinier through our services.
• Requires identifying and assessing complex problems for areas of responsibility. 
• Creates solutions in situations in which understanding requires an in-depth evaluation of variable factors.
• Understand and translate customer needs into implementable business solutions to enable long-term success and business integration.
• Design new business processes based on customer requirements and conduct user review sessions and run stakeholder agreement meetings.
• Implement process, change and program interventions that prepare the organization for implementation of new business processes.
• Execute a program, plan or deliverable using planning, communication and training skills.
• Participate in diagnosing the problem and planning and driving the transformation. 

Role Requirements

• 3 to 5 years of software integration project experience in technology or Software as a Service (SaaS) industries.
• Track record of success delivering complex, x-functional projects with mid market to enterprise customers.
• Drive customer discussions in key areas such as customer journey mapping, requirements management, acceptance testing to launch leveraging other team members such as solution architects, engineers as needed. 
• Regular solution demos and be comfortable responding to high level technical and functional questions.
• Strong desire to be a business owner of your customers to balance revenue, costs and margin across a book of business.
• Experience with Agile software development methodologies.
• Detail oriented and comfortable planning and tracking projects via Smartsheets, Jira or other modern project management tools
• Communication and comprehension of technical issues when working with the customer and our engineering teams
• Ability to apply strategic thinking and demonstrate an understanding of requirements to execute and make decisions guided by policies, procedures, and business plans with limited guidance.
• Comfortable multitasking on several simultaneous projects.
• Experience working in a start-up or entrepreneurial environment is highly desirable; Hunger, Hustle, Honesty, Humility
• Good to have Advanced Degree, Certification and/or Experience:
  • MBA or MS in Computer Science, Engineering, or any related degrees
  • Project Management and Agile Certifications
  • Previous Management / Technical Consulting work experience
  • Fluent in Spanish is a plus but not required

What you can expect from Zinier

We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We’re building a best-in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Whether that’s paid parental leave, paid holidays (extra quarterly paid time off), paid time off to volunteer at non-profit organizations, personal development opportunities or professional stretch assignments, you can expect Zinier to support you.

Zinier’s Commitment

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.

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