Customer Success Consultant - (EF588)

Customer Success Consultant - (EF588)

23 dic
|
Zendesk
|
San Francisco

23 dic

Zendesk

San Francisco

Job Description



Zendesk’s Customer Success team advises our wide array of customers as they map any number of business needs to Zendesk. We ensure customers are optimized and are scaling effortlessly through impactful engagements. A key fixture of our Success team is the work our Success Executives do to understand a customer’s business, work creatively to provide solutions to challenges, and help their customers’ business innovate and transform using Zendesk.



This role is fully remote; Mountain/Centarl Time Zone preferred as this individual will be managing a portfolio of customers there and expected to align to business hours accordingly.



Responsibilities



- Collaborate with your peers in Customer Success, Sales,

Advocacy, Product, Professional Services, and throughout Zendesk to ensure customers are getting ROI out of their investment in Zendesk

- 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 the sales team in your region to understand where at-risk customers exist and formulate a plan to mitigate churn and contraction, as well as prioritize expansion

- Proactively partner with customers along their lifecycle to drive results, product adoption and ensure retention

- Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, surfacing trends and themes to your peers and leadership team

- Demonstrate excellent, creative presentation skills to keep customers engaged in virtual meetings

- Maintain product expertise across the Zendesk product suite

- Respond to high profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty



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

- Resourceful, and able to problem-solve independently

- Comfortable and autonomous working fully remote

- Thrives in a fast paced environment and works proactively to learn 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

- 5+ years of relevant experience managing a portfolio of customers and impacting churn/contraction

- Good understanding of support process and infrastructure

- Excellent instincts and ability to interface at VP (and above) 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

- Knowledge of common Customer Experience solutions (including but not limited to WFM, Messaging, QA, etc)

- 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

- Willingness to travel domestically for customer onsites once permitted and safe



About Zendesk - Champions Of Customer Service



Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.



We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.



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.



U.S. Applicants Only: Consistent with Zendesk’s emphasis on employee wellness and our shared interest in public health, Zendesk requires all U.S. employees to provide proof of full vaccination against COVID-19. Zendesk will consider accommodations for reasons recognized by applicable law. Zendesk prohibits discrimination and will not tolerate discrimination based on a person’s disability, physical or mental conditions, religion, or any other status protected by law.



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.



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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