Enterprise Services Manager

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Requirements:

• 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

Responsibilities:

• 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