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Senior Customer Success Manager
hace 2 meses
At Zendesk, Inc., we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success team, you will be responsible for advising and guiding our customers as they map to their business needs to our platform. Your primary goal will be to ensure our customers are optimized and scaling smoothly through impactful engagements, all focused on driving business and technical value.
Key Responsibilities:- Proactively manage a book of business to minimize churn and contraction, 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 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 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.
- Capture data trends and customer insights to provide a feedback loop to internal Zendesk teams.
- 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.
- 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.
- 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.
We're a digital-first company, but we're not digital-only. Our hybrid experience is designed 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).
