Customer Solutions Analyst I

ZoomInfo is looking for an experienced, results-oriented Customer Solutions Analyst who excels in communication, presence, and confidence. This role is an integral part of our strategy to ensure every customer is successful. You will work with our customers to build relationships and drive value based on customer-defined goals, and will be responsible for delivering exceptional customer experiences through friendly, efficient, accurate service and quick resolution of customer incidents and inquiries.

What You’ll Do:

• Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo products and services
• Provide day-to-day support for our growing customer base, including both incident management and providing workflow recommendations to ensure customers can get the most out of our platform
• Effectively triage and manage escalations to engineering teams for issues that can’t be resolved by Solutions
• Document best practices and other useful information to better enable our customers through our online support tools
• Learn third-party products and their integrations to educate and guide customers on usage and product adoption
• Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction enabling a successful renewal

What You Bring:

• Bachelor’s degree preferred and/or 1+ years of equivalent work experience in SaaS organization
• Proven ability to multi-task and successfully manage multiple priorities simultaneously
• Must have a strong attention to detail and a self-directed problem solver
• Ability to adapt and pivot in a fast paced, ever-changing environment
• Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• A strong sense of urgency
• Ability to empower end-users to support themselves using our online training resources
• Excellent organizational, written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• Highly organized and able to manage multiple projects and priorities
• A desire and aptitude to learn
• A positive attitude

What’s In It For You:

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. 

• Incredibly strong onboarding program - be set up for success in your first 90 days
• Ongoing training to help you grow
• Market leading product offering (check our our long list of G2 awards)
• Comprehensive Medical, Dental, Vision
• Eligibility for Future Equity Awards
• 401k Matching (50% of the first 7% of your contribution)
• 12 weeks Parental Leave for primary caregivers, 4 weeks for secondary caregivers
• Family forming benefits up to $20k, plus discounts on a Care.com membership
• Virgin Pulse Wellness Program
• Optional add ons such as pet insurance, legal service support, and more!

This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Bethesda MD, or Vancouver WA

The US base salary range for this position is $50,400 to $69,300 + annual bonus + 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.

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