Our Customer Success team advises and guides our wide array of enterprise customers as they map to a broad spectrum of business needs to Zendesk. We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value. A key fixture of our Success team is the work our Success Consultants 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 Consultants align to a portfolio of customers within a specific region and are responsible for minimizing churn/contraction risk while driving production adoption. You do this through proactively engaging with customers at specific points in their lifecycle with Zendesk; providing them experiences based on where their Customer Support maturity aligns within the broader spectrum. Alongside your teammates, you ensure that customers are seeing results from Zendesk and will continue their partnership.
Responsibilities:
Actively manage a book of business to minimize churn and contraction, by providing technical and business value
Consult with support leaders across various industries to capture their business problems and work together on how to configure Zendesk in order to meet and exceed expectations
Partner with innovative, fast growing customers to optimize and transform support strategies
Partner with the sales team in your region to understand where at-risk customers exist and formulate a plan to mitigate churn/contraction
Conduct virtual and onsite meetings according to Customer Success methodology to drive results, product adoption and ensure retention
Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, connecting trends and themes as you go
Enjoy problem solving to understand the gaps in a user’s complex workflow and provide recommendations
Simultaneously prioritize for the best customer experience and while also staying keenly aware of the customer’s overall health and likelihood to renew
Proactively partner with customers along the lifecycle to share recommendations aligned to short term goals and long terms goals thru Configuration Reviews and Strategic Account Reviews
Have excellent presentation skills to keep customers engaged in virtual or onsite settings
Have worked with the Zendesk product suite, or a comparable Customer Support system
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
Thrives in a fast paced environment and works proactively to learn and optimize skills to succeed
Proven ability to develop relationships quickly
Ability to manage several customers at different milestones in their lifecycle with Zendesk
Required Skills/Experience:
Bachelor’s Degree
3+ years of experience managing a portfolio of customers and impacting churn/contraction
Good understanding of support process and infrastructure
Excellent instincts and ability to interface at 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 aptitude; experience at a technology company or relevant consultancy ideal
Passionate about customer service and how it can transform businesses
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
Willing and able to travel domestically up to 25%
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.
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