Customer Solutions Analyst II

$20,000 - $20,000/Yr

ZoomInfo Technologies - Waltham, MA

Full-time - Entry Level

Waltham, MA

10,001+ employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Solutions Analyst II at ZoomInfo plays a crucial role in ensuring customer success by building relationships and delivering exceptional service. This position involves managing customer inquiries, providing workflow recommendations, and capturing customer feedback to drive product improvements. The analyst will also identify renewal risks and up-sell opportunities while supporting customers in utilizing the platform effectively.

Responsibilities

• Serve as the voice of the customer by ensuring customer feedback is clearly captured and conveyed internally.
• Provide day-to-day support for the customer base, including incident management and workflow recommendations.
• Effectively triage and manage escalations to engineering teams for unresolved issues.
• Document best practices and useful information for customer support tools.
• Learn third-party products and their integrations to guide customers on usage and product adoption.
• Identify renewal risks and up-sell opportunities, collaborating with internal teams to ensure customer satisfaction.

Requirements

• Bachelor's degree preferred and/or 2-3 years of equivalent work experience in a SaaS organization.
• Proven ability to multi-task and manage multiple priorities simultaneously.
• Strong attention to detail and self-directed problem-solving skills.
• Ability to adapt in a fast-paced, ever-changing environment.
• Excellent customer service skills with empathy and responsiveness.
• Strong sense of urgency and organizational skills.
• Ability to convey technical jargon to users of varying skill levels.
• Ability to evaluate, troubleshoot, and document customer issues.

Nice-to-haves

• Experience in a customer-facing role within a technology company.
• Familiarity with customer support tools and platforms.

Benefits

• Comprehensive Medical, Dental, Vision insurance.
• 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 and legal service support.