Senior Customer Success Manager

Job Description

Our Customer Success team advises and guides our wide array of customers as they map to a broad spectrum of business needs to Zendesk! We ensure customers are optimized and scaling smoothly through impactful engagements, all focused on driving business and technical value! A key fixture of our Success team is the work our CSMs do to understand a customer’s business, work creatively to provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk.

Customer Success Managers align to a portfolio of customers within a specific region and are responsible for mitigating or minimizing churn/contraction risk while driving product adoption. You do this through proactively engaging with customers at specific points in their lifecycle; guiding them to innovate and revolutionize their Customer Experience and/or Sales strategy using technology, and help them to continue to see value from Zendesk with your intimate knowledge of the platform. Alongside your teammates, you ensure that customers see results from Zendesk and will continue their partnership.

Responsibilities

• Proactively manage a book of business to minimize churn and contraction, by empowering businesses to have more personal conversations with their customers;

• Consultative approach with leaders across various industries to capture their business problems and partner on creating solutions by using all of Zendesk's products and services;

• Partner with the sales team in your region to develop account plans, ROIs and Success Plans for growing accounts, and risk mitigation plans for at-risk customers;

• Conduct virtual and onsite meetings (ex: QBRs, Roadmap Presentations, Success plans,Syncs meetings) according to Zendesk Customer Success methodology to get results, product adoption and ensure retention;

• Maintain a high level of professionalism, empathy, and business acuity across multiple customers at one time, connecting trends and themes as you go;

• Act as the Voice of the Customer, ensuring the Product Team has clear insights into our customers’ challenges and use-cases;

• Have excellent presentation skills to keep customers engaged in virtual and onsite settings;

• Capture data trends and customer insights to provide a feedback loop to internal Zendesk teams (Product, Marketing, etc);

• Experience in conceptualizing technology concepts and CX flows into use cases that solve business problems.

• Working together Premier Support Teams in big accounts to provide the best experience to those customers on adoption, best practices, support with new initiatives.

Characteristics

• Energized by working collaboratively to evolve and optimize a customer program;

• Love for teamwork and the ability to work within different internal groups to enhance our customer’s experience;

• Self-motivated and thrives in a fast paced environment. Works proactively to learn and optimize skills to succeed;

• Proven ability to develop relationships quickly;

• Ability to manage several customers at different achievements in their lifecycle;

• Ability to work together Zendesk’s Partner to provide ideas, best practices and improvements to customers;

• Managing and reporting BoB and renewals process, looking for avoid preventively churn or contraction;

• Ability and attitude to meet with C-Level to build and discuss ROIs and Success plans from a business perspective.

• Be proactive to identify pains and opportunities in customers of their BoB and provide information and negotiate previously the renewal opportunities.

Required Skills/Experience:

• Bachelor’s Degree;

• 5+ years of experience managing a portfolio of customers and impacting churn/contraction;

• Consulting background, Pre-Sales, Engagement Manager, or similar experience at the enterprise level.

• A passion for innovation and Customer Experience;

• Excellent instincts and ability to interface with Director Level contacts with ease;

• Excellent communication, interpersonal skills, and eloquent writing skills;

• Empathy and a unique ability to understand customer needs;

• Enthusiastic about technology with demonstrated technical proficiency; experience at a technology company or relevant consultancy ideal

• Strong project management or organizational skills and an ability to multitask without getting frazzled;

• Commitment to building a world-class, enterprise-class global customer experience together;

• General understanding of concepts such as API, SDK, Webhook, JSON, Payload, AWS;

• Willing and able to travel up to 25%.

• Spanish and English are mandatory.

Desired

• Customer Experience/Service industry experience

• Formal technical support experience; Customer Service experience.

• Professional project management experience

• Knowledge of common help desk/ticketing solutions

• Confidence in discussing technical frameworks, e.g. APIs

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.