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.

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:

• 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, simultaneously managing communication with the customer 
• Support primarily Enterprise customers on highly complex issues, effectively communicating with internal and external stakeholders, ranging from Developers to Sales leadership
• Document best practices and troubleshooting steps to build a repository of documentation for a new product
• Leverage strong third-party CRM knowledge to educate and guide customers on usage and product adoption
• 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
• 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 5+ years of equivalent work experience in SaaS organization 
• 2+ years experience working primarily with Enterprise accounts on platform integrations to CRMs
• 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 white-glove 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 - must be able to independently partner with leadership in developing Support processes for a new Product launch
• Proven ability to effectively operate in ambiguity, able to think critically and creatively to solve problems
• Preferred Technical Skills: strong CRM backend and ecosystem knowledge, experience supporting API connections nice to have
• Experience independently writing complex SQL queries to solve customer data issues
• Salesforce Admin certificate preferred

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