Problem:

With the sudden surge in remote work due to the pandemic, Zoom had to quickly scale its customer support operations. The challenge was to provide quality customer service and maximize customer satisfaction while managing a large influx of customers.

Solution:

As a Customer Success Manager, I was responsible for ensuring that every customer received the highest level of service and support. To meet this goal, I developed an onboarding process for new customers to ensure they were set up for success with Zoom. This included providing technical support, developing relationships with customers, and helping them maximize their subscription value.

In addition, I worked closely with our sales team to identify customer needs and develop strategies to meet those needs. This included offering discounts on our services, creating customized plans based on individual customer requirements, and providing additional training resources such as webinars and tutorials.

Impact:

Successfully onboarded over 1,000 new customers in a short period of time
Developed customized plans based on individual customer requirements
Provided additional training resources such as webinars and tutorials

Team:

Takeshi Kimizuka: Senior Account Executive
- Responsible for ensuring customer satisfaction and success with the Zoom platform
- Developed an onboarding process for new customers
- Worked closely with sales team to identify customer needs and develop strategies to meet those needs

Maximizing Customer Satisfaction at Zoom