<p>ZoomInfo is looking for an experienced, results-oriented Customer Solution Analyst who excels in communication, technical troubleshooting, and collaboration. This role, focused on supporting our ZoomInfo Marketing product, 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 on ZoomInfo's industry-leading Marketing Technology solution. Through friendly, efficient service and quick resolution of customer incidents and inquiries our team is responsible for solving high-impact problems across the ZoomInfo Marketing customer base</p> <p>What You'll Do;</p> <ul> <li>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 </li><li>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 </li><li>Effectively triage and manage escalations to engineering teams for issues that can't be resolved </li><li>Document best practices and other useful information to better enable our customers through our online support tools </li><li>Develop creative workarounds for technical issues or platform limitations that customers are experiencing. </li><li>Learn third-party products and their integrations to educate and guide customers on usage and product adoption </li><li>Identify renewal risks and up-sell opportunities, collaborate with internal teams to remediate issues, ensuring a high level of customer satisfaction, to enable a successful renewal </li></ul> <p>What You Bring:</p> <ul> <li>Bachelor's degree preferred and/or 2-3 years of equivalent work experience in a MarTech organization </li><li>Proven ability to multitask and successfully manage multiple priorities simultaneously </li><li>Must have a strong attention to detail and be a self-directed problem solver </li><li>Ability to adapt and pivot in a fast-paced, ever-changing environment </li><li>Excellent customer service skills and the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious </li><li>A strong sense of urgency </li><li>Ability to empower end-users to support themselves using our online training resources </li><li>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 </li><li>Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation </li><li>A desire and aptitude to learn and understand technical infrastructure </li><li>A positive attitude </li></ul> <p>Preferred Qualifications</p> <ul> <li>Prior experience using DataDog to identify and troubleshoot application-side errors and issues. </li><li>Experience with creating tickets for Engineering developer teams relating to application issues, preferably using JIRA. </li><li>Experience with Snowflake, writing and interpreting SQL queries. </li><li>Prior experience with video conferencing applications </li><li>Experience troubleshooting browser-related issues and interpreting network errors using Chrome/browser developer tools (Network, Console, Application panels of Chrome Devtools) </li><li>Familiarity with HTML, Javascript, APIs, and coding fundamentals </li></ul> <p>What's In It For You:</p> <p>We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.</p> <ul> <li>Incredibly strong onboarding program - be set up for success in your first 90 days </li><li>Ongoing training to help you grow </li><li>Market leading product offering (check our our long list of G2 awards) </li><li>Comprehensive Medical, Dental, Vision </li><li>Eligibility for Future Equity Awards </li><li>401k Matching (50% of the first 7% of your contribution) </li><li>12 weeks Parental Leave for primary caregivers, 4 weeks for secondary caregivers </li><li>Family forming benefits up to $20k, plus discounts on a Care.com membership </li><li>Virgin Pulse Wellness Program </li><li>Optional add ons such as pet insurance, legal service support, and more! </li></ul> <p>This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Vancouver WA, or Bethesda MD.</p>