EndereçoJob 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 with a portfolio of customers within a specific region and are responsible for mitigating and minimizing churn/contraction risk while driving producer CSMs' work adoption. You do this through proactively engaging with customers of their BoB at specific points in their lifecycle; guiding them to innovate and revolutionize their Customer Experience and 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 are seeing 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 maintain and growing accounts revenue, and risk mitigation plans for at-risk customers;
Conduct virtual and onsite meetings (ex: QBRs, Roadmap Presentations, Success plans, Syncs meetings, 1:1 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, focusing in avoid preventively churn or contraction defining recovery plans when necessary;
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.
Serves as a point of contact of customers (via email, phone and other contact points) in crisis and manages the internal communication to provide to the customer the best way to solve their issues.
Required Skills/Experience:
Bachelor’s Degree;
5+ years of experience managing a portfolio of customers and impacting churn/contraction;
A passion for innovation and Customer Experience;
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 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%.
Portuguese and English are mandatory, Spanish is desired.
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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 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.
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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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 peopleandplaces@zendesk.com with your specific accommodation request.
