CX Technologies Program Manager II

ZoomInfo is looking for a results-oriented candidate to join our CX Technologies Program team as a CX Technologies Program Manager. This role is an integral part of our strategy to ensure that we can effectively scale the Customer Solutions organization with technology and that every customer is set up for success. In this role, you will be responsible for managing the customer-facing technologies used for support including Ada and Forethought. This includes analyzing and actioning trends, updating for product changes and new features, leveraging for incident management and case deflection, and ensuring a high-quality customer experience with these tools. 

What You'll Do:

Management of Ada Chatbot tool

• Maintain and build conversation flows for the ZoomInfo and Datanyze environments. This will include flows for Sales, Talent, MarketingOS, Engage, Chorus, and RingLead
• Manage proactive Ada Engage conversations flows used for driving adoption and other key features within ZoomInfo. Knowledge of SQL is preferred for managing this Ada Engage tool
• Attend various meetings with internal stakeholders for enablement on new product and feature updates and translate this information to new or existing content updates
• Monitor and utilize the Improve tab in Ada to expand accuracy and coverage in bot training
• Identify new ways to bring in data and further personalize the overall customer experience
• Ensure the tone of new Ada chatbot flows are aligned with the persona of ZIP (Ada)
• Collaborate with Product on customer themes and feedback shown in Ada to create a feedback loop
• Work closely with the larger Customer Solutions team on trends and themes we’re seeing and how we can impact those using Ada

Management of Forethought tool

• Collaborate closely with CX Technologies Team Member on oversight of Forethought tools, including triage and solve.
  • Solve:
    • Collect, maintain, and coordinate model feedback to ensure that model accuracy hits target threshold. 
    • Review Knowledge Center articles and email templates regularly to ensure content is up to date. 
    • Coordinate with Forethought to implement additional business use cases with coordination and input from Solutions Management 

• • Triage:
    • Partner with the Forethought team to maintain and improve training of prediction models. 
    • Manage internal changes and the impact to Forethought’s model configuration when new case record types and/or primary closure statuses are created across CX
  • Run Monthly reporting for Solutions leadership on Forethought performance stats
  • Partner with RevOps team for all Salesforce related work for Forethought
  • Work closely with larger Customer Solutions team on customer themes how we can impact those using Forethought

CX Program Technologies Team Responsibilities

• Partner closely with Senior CX Program Technologies Manager who will be driving strategy and project management
• Run weekly reporting on output of all CX Program technologies
• Partner closely with RevOps and CX Strategy team to ensure that all projects, integrations, and cross functional work are properly scoped and managed through relevant sprint processes.

What You Bring:

• Bachelor’s degree and/or 2/3 years of relevant experience
• Knowledge of the ZoomInfo product suite including how customers use the platform and common questions or issues they run into 
• Ability to work cross-functionality with Product, Enablement, Engineering, other CX teams, and various buckets of Customer Solutions and Integrations Support to collaborate on tool maintenance for all product areas 
• SQL knowledge preferred
• Proven ability to multi-task and successfully manage multiple priorities simultaneously
• Must have a strong attention to detail and be a self-directed problem solver
• Ability to adapt and pivot in a fast paced, ever-changing environment
• 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
• Project management skills to effectively track ongoing changes to tools, prioritization, and status

#LI-DB

#LI-Hybrid