Principal CX Manager (Principal Customer Quality Assurance Specialist)

Job Description

Job Summary:

We are in search of a skilled and seasoned Principal Customer Experience Manager to be a part of our Customer Experience team. The successful candidate will be tasked with establishing and nurturing robust relationships with various executives through managing and supporting executive engagements. The Principal CX Manager will be instrumental in propelling business growth, cementing long-term alliances, and guaranteeing a comprehensive and significant experience for our executive partners.

Responsibilities:

• Cross-functional Collaboration: Coordinate with sales, marketing, CTO, and product teams to enhance the overall executive experience. Communicate effectively with internal teams to ensure seamless execution of all customer engagements.

• Partner with the CSM team to support strategic engagement plans of customers, working together with the global team. Advise customer side of business operations as a business process consultant equivalent for customers to help CSM.

• Enhance Satisfaction: Evaluate executive satisfaction levels through post-engagement surveys. Address any concerns about the - - Japan CX team swiftly and strive to surpass executive expectations with the CX leader as KPI.

• Advice Renewal team: Work along with the Renewal team and share advice on their business manner.

• Travel up to 30% domestically. International travel if necessary.

Qualifications:

• Bachelor's degree in a relevant field; Master’s degree is a plus.

• Aptitude or experience as a Customer Experience Manager or in a similar role.

• Strong understanding of the SaaS industry, best practices and its key players.

• Excellent communication and interpersonal skills.

• Ability to work effectively in a fast-paced environment.

• Demonstrated ability to influence and collaborate with executives.

• Experience in managing or working with Executive Briefing Centers.

• Experience in developing and managing Executive Sponsor Programs.

• Experience in establishing and managing Customer Advisory Boards is highly desirable.

• Japanese - Native level, English - Business level.

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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.