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Senior Customer Success Manager

hace 1 mes

Ville de Mexico Zendesk A tiempo completo

By clicking âApply Now,â I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendeskâs Candidate Privacy Notice.


Job 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 customerâs business, work creatively to provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk.

Customer Success Managers align to a portfolio of customers within a specific region and are responsible for mitigating or minimizing churn/contraction risk while driving product adoption. You do this through proactively engaging with customers at specific points in their lifecycle; guiding them to innovate and revolutionize their Customer Experience and/or 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 see 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 growing accounts, and risk mitigation plans for at-risk customers;

  • Conduct virtual and onsite meetings (ex: QBRs, Roadmap Presentations, Success plans,Syncs 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 customersâ 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 customerâs 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 Zendeskâs Partner to provide ideas, best practices and improvements to customers;

  • Managing and reporting BoB and renewals process, looking for avoid preventively churn or contraction;

  • 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.

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Required Skills/Experience:

  • Bachelorâs 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.

  • A passion for innovation and Customer Experience;

  • Excellent instincts and ability to interface with 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%.

  • Spanish and English are mandatory.

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Desired:

  • Customer Experience/Service industry experience

  • Formal technical support experience; Customer Service experience.

  • Professional project management experience

  • Knowledge of common help desk/ticketing solutions

  • Confidence in discussing technical frameworks, eg. APIs

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Where we work:

Being digital first doesnât mean weâre digital only. In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely part of the week.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

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 experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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.

Zendesk crée des logiciels pour de meilleures relations avec les clients. Nous donnons aux organisations le pouvoir d'améliorer l'engagement envers leurs clients et de mieux les comprendre. Les produits de Zendesk sont faciles à utiliser et à implémenter. Ils donnent à nos clients la souplesse d'agir rapidement, la possibilité de se concentrer sur l'innovation et de suivre la croissance de l'entreprise.

Plus de 150 000 clients payants utilisent les produits Zendesk dans plus de 150 pays et territoires. Situé à San Francisco, Zendesk est actif aux Ãtats-Unis, en Europe, en Asie, en Australie, et en Amérique du Sud.

Vous êtes curieux à propos de notre implication dans la communauté? Découvrez la fondation Zendesk Neighbor Foundation pour en apprendre plus et comprendre notre contribution dans nos communautés.

Zendesk est un employeur promouvant lâégalité des chances dâemploi et nous sommes fiers de nos efforts continus pour favoriser la diversité globale, lâéquité et lâinclusion en milieu de travail. Les décisions d'embauche sont prises selon des critères professionnels sans égards à la race, l'origine ethnique, la couleur, la religion, le genre, l'orientation sexuelle, l'identité de genre, le statut d'état civil, l'âge, l'information génétique, le pays d'origine, les handicaps, le statut de militaire ou de vétéran ou d'autres classifications protégées par la loi applicable.

En soumettant votre application, vous acceptez que Zendesk puisse collecter vos données personnelles pour le recrutement, la planification mondiale de l'organisation et des usages connexes. L'Avis de confidentialité du Candidat Zendesk explique quelles informations personnelles Zendesk peut traiter, où Zendesk peut traiter ces informations personnelles, ses raisons pour traiter ces informations personnelles et les droits que vous pouvez exercer quant à l'utilisation de Zendesk de vos informations personnelles.

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