Data Enablement Manager III

Are you looking for an opportunity to challenge yourself? At ZoomInfo our employees work hard to ‘define new possibles’, and they are driven by winning. ZoomInfo is a company that got to where it is today on the backs of heroic efforts, over the years, by our employees and we are looking for more people to contribute to those efforts. You’ll see that collaboration is second nature, you’ll be greeted by a team of incredibly smart, talented, and motivated individuals who will help you define your new best, and most of all, you'll have fun!

The Data Enablement team is responsible for receiving feedback about our core data, focused primarily on ensuring that feedback is filtered through a critical lens before passing it off to the Product and Engineering teams. Our team is also tasked with creating material that helps those outside the Data organization understand the complex ecosystem through which our foundational data is generated and managed. 

As a Data professional within the Data Enablement organization, you will receive questions and feedback about ZoomInfo’s data, surfaced by internal teams and clients. You will read, analyze, and respond, requesting necessary additional information, then decide how best to resolve or escalate tickets deeper into the Data organization with the help of your team.  As appropriate, you will perform root cause analysis and propose and develop both short and long-term solutions.  Your critical thinking and strong data analysis skills will be used daily to understand the questions at hand and drive the appropriate solution. In this position, you will have the opportunity to directly impact our customers’ experience using ZoomInfo’s foundational data and drive improvements based on user feedback.

What You’ll Do:

• Ensuring customer feedback is clearly captured and conveyed internally to enable ongoing improvement of ZoomInfo’s foundational data
• Provide internal support & guidance for Go-To-Market team members as they surface feedback about our Data product from customers
• Effectively triage and manage escalations to the broader Data & Engineering teams when new issues are surfaced
• Answer questions for team members who engage the Data Enablement team with the help of supporting documentation and insight from Data teams
• Review and update written materials as needed
• Write and share customer-facing explanations for our Go-To-Market team about our data and products
• Perform complex data analysis to answer questions and solve problems
• Document solutions, best practices and other useful information to better enable our internal Go-To-Market team members
• Ask probing questions to assess the truth of customer statements
• Explore new and challenging concepts and retain important insights
• Relay technical information clearly and effectively to a novice audience
• Identify trends & patterns in support of our team’s effort to educate customers about our data

What You'll Bring:

• Bachelor’s degree required and 2-3 years of equivalent work experience in a data-focused SaaS organization
• Excellent organizational, written and oral communication skills
• Advanced proficiency with Excel/Google Sheets for data management & analysis (Pivot tables, advanced formulas)
• Proficiency with SQL and query writing
• Strong attention to detail, ability to navigate ambiguity
• Ability to communicate technical problems and solutions effectively to non-technical audiences
• Proven ability to multi-task and successfully manage multiple priorities simultaneously
• Ability to evaluate, troubleshoot, and follow up on customer issues, as well as replicate and document for further escalation with urgency
• Desire to help others address complicated challenges and operate as a self-driven problem solver
• Ability to learn and understand complex technical infrastructure
• Excellent customer service skills and the ability to be empathetic, accurate, compassionate, patient, responsive, resourceful, and conscientious
• Experience using ZoomInfo products, especially ZoomInfo for Sales
• Experience with scripting languages such as Python
• Experience with data analysis and visualization tools (Snowflake, Tableau, BigQuery, DataDog)
• Experience with LLMs like OpenAI’s GPT, Google's BERT, or similar models
• Familiarity with prompt engineering techniques for optimizing LLM responses
• Experience with Customer Service and/or ticket management softwares (e.g. ZenDesk, ServiceNow, Salesforce Service Cloud, Jira)
• Experience working with sales, marketing, and recruiting professionals in a supporting capacity

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