Our Customer Success team guides our wide array of clients as they map any number of business needs to their Zendesk account. We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value.
A key fixture of our team is the work our Customer Success Associates (CSA) do to understand a customer’s business, work creatively to provide solutions to their challenges, and ultimately help their organization innovate using Zendesk. In addition to working with customers one-on-one, you’d also create written content and short videos to teach best practices at scale.
You are a resourceful problem solver who enjoys guiding customers about topics both big and small.
Manage a large portfolio of accounts through one-to-one customer engagements at different stages during their Zendesk lifecycle in order to exceed quarterly churn and contraction targetsConsult 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 expectationsConduct virtual and onsite meetings according to Customer Success methodology to drive product adoption and ensure retentionMaintain a high level of integrity, empathy, and business insight across multiple customers at one time, connecting trends as you goProduce short videos and webinars that promote Zendesk's standard methodologies and can be shared broadly with thousands of customers around the worldCollaborate with your peers in Sales, Advocacy, Training, Services, and Product to provide your accounts with a seamless experience regardless of their needsDisplay excellent presentation skills to keep customers engaged in virtual settings
2+ years managing a portfolio of customers with an impact on churn and contractionExcellent communication and interpersonal skills as well as eloquent writing skillsEmpathy and a unique ability to understand customer needsAbility to command a room and inspire Director-level contacts with easePassionate about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy idealStrong project management skills and an ability to multitask without getting stressedLove for collaboration and committed to building a world-class customer experienceHave worked with the Zendesk product suite, or a comparable customer service systemWillingness to travel up to 10%Bachelors of Arts or Bachelor of Science degree
The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
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