Job Description
Please note, you must have the right to work in Lisbon to be a suitable candidate for this position. We cannot provide visa sponsorship for this role.
Are you a German and English speaker with the right to work in Lisbon? We’re looking for someone to help us cover the DACH and Central markets, working across all customer segments in an exciting and impactful role.
Join us on a thrilling journey as we establish our very first Scaled Customer Success team in Lisbon! We’re hiring six Customer Success Managers (CSMs), giving you the unique opportunity to work with a diverse book across multiple industries and make a significant impact from day one.
In this role, you’ll not only support customers across multiple segments but also have the chance to grow into a strategic lead for the DACH region as part of our Scaled Success book. If you’re passionate about shaping something new, thrive in a dynamic and fast-growing environment, and want to be part of a team breaking new ground, this opportunity is for you!
As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work nimbly across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns.
Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.
A day in the life of a Scaled CSM:
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Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you’re delivering a recommendation to a larger Enterprise organization
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You’ll work cross functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more.
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You’ll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations
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You’ll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction
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You will work with customers to provide consultation, demos and standard processes on Zendesk product capabilities for quick wins
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Provide guidance on advanced product features and integrations.
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You’ll develop a deep understanding of Zendesk’s products and have the ability to demo them to customers who are early in their adoption journey and customers who have a long tenure with Zendesk
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As a group, we host weekly online events that let customers get to know us while they learn alongside their peers.
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We produce short videos that convey intricate concepts in an easily digestible way.
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We build outreach campaigns - usually via email & video - that entice customers to engage with us and realize the value of our partnership.
The Scaled team is committed to continuous improvement, testing and iterating, and seeking innovative ways to work efficiently and to deliver the best customer experience possible. We’re a global team with members in AMER, EMEA, APAC and LATAM. We value hard work, candor, commitment to one another and our customers, and desire to learn and grow.
Your background:
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You have 3+ years experience working in Customer Success or Account Management
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You have experience identifying business objectives and mapping solutions, in a thorough, compelling but crisp manner
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You’re dynamic, agile and nimble. You want a landscape that challenges you and changes shape vs. remains static
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You have experience and interest in diving into new products and software systems and can quickly learn and understand how new products work and how customers can get value out of them
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Written and oral communication skills - You must be able to convey technical information from beginner level users to developers when engaging with customers
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You’re data driven and have experience with tools like SFDC, Gainsight, Tableau and Zendesk.
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You’re not satisfied with the status quo and you’re driven by continuous improvement and positive customer experiences
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This position is based in Lisbon, Portugal and requires 3+ days in office per week
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This position requires fluency in reading, writing and speaking English and German
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This position may require flexible working hours to include evenings
This is a great opportunity if you’re looking for an opportunity to grow, learn and drive positive experiences for customers.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.
What We Do
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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