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. This includes analyzing and actioning trends, leveraging new features, identifying opportunities to unlock additional value from Ada, and continuously working to improve the overall customer experience.

What you can expect in this role:

Management and Maintenance of CX Technologies - Ada

• Daily maintenance, conversation review, and innovation for our generative AI powered Ada Bot Instances for Chat and Email Channels, ensuring optimal performance and continuous improvement. This includes but is not limited to case review in Salesforce and Conversation review in our Ada instances.
• Identify new opportunities for data ingestion into Ada to further personalize the AI Agent support experience and enhance contextual capabilities.
• Attend various meetings with internal stakeholders for enablement and training on product updates and incorporate this information into Ada, making it surfaceable and accessible to customers in a timely manner. 
• Collaborate with Product on customer themes, trends, and insights gathered from customer engagements with our AI Agent to inform future product development.
• Collaborate closely with the broader Customer Solutions team to align on trends, themes, and communication strategies, ensuring consistency with the analyst support experience.
• Support the management of proactive campaigns in Ada for both web and SMS channels, aimed at driving adoption and promoting key features within ZoomInfo. Skilled in SQL is preferred but not required for effectively managing this tool.

CX Program Technologies Team Responsibilities

• Active collaborator on the CX Technologies Team, working alongside various departments to drive seamless project execution and content management. This involves
• Partnering closely with the Content team: Actively engaging with the Content team to request updates and improvements to both new and existing materials. This collaboration ensures that all content aligns with current business needs and supports the broader strategy for enhancing customer experience.
• Coordinating with RevOps: Working in close partnership with the Revenue Operations (RevOps) and Business Technologies team to ensure all projects, integrations, and cross-functional initiatives are accurately scoped, thoroughly planned, and effectively managed. 

Qualifications

• Bachelor’s degree and/or 2+ 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, Content, Enablement, Engineering, other CX teams, and various buckets of Customer Solutions and Integrations Support to collaborate on tool maintenance for all product areas 
• Salesforce Knowledge and 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
• 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

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