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Summary:
- Zendesk is a customer experience software company that powers billions of interactions.
- The Senior Customer Success Manager role focuses on managing a portfolio of customers and ensuring their success using Zendesk products.
- The role involves proactive engagement with customers, focusing on minimizing churn and driving product adoption.
- The position requires a consultative approach, partnering with clients to create solutions and optimize customer experiences.
Responsibilities:
- Proactively manage a book of business to minimize churn and contraction.
- Work consultatively with leaders across industries to capture business problems and provide solutions using Zendesk’s products and services.
- Partner with the sales team to develop account plans, ROIs, and Success Plans for growing accounts and risk mitigation plans for at-risk customers.
- Conduct virtual and onsite meetings (e.g., QBRs, Roadmap Presentations, Success Plans).
- Maintain professionalism, empathy, and business acuity while managing multiple customers.
- Act as the Voice of the Customer, providing insights to the Product Team.
- Capture data trends and customer insights to provide feedback to internal Zendesk teams.
- Collaborate with Premier Support Teams to enhance customer experience.
- Manage and report on renewals processes, looking to prevent churn or contraction.
- Proactively identify customer pains and opportunities, negotiating renewal opportunities.
Requirements:
- 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.
- Passion for innovation and Customer Experience.
- Ability to interface with Director Level contacts.
- Excellent communication, interpersonal, and writing skills.
- Empathy and ability to understand customer needs.
- Enthusiasm for technology with demonstrated technical proficiency.
- Strong project management or organizational skills.
- General understanding of concepts such as API, SDK, Webhook, JSON, Payload, AWS.
- Willingness to travel up to 25%.
- Proficiency in both Spanish and English.
Benefits:
- Hybrid work model, providing flexibility to work remotely part of the week.
- Inclusive and diverse workplace culture.
- Global career opportunities and ongoing learning and development.
- Commitment to building a world-class customer experience.
- Equal opportunity employer offering reasonable accommodations for applicants with disabilities.
