Senior Customer Success Manager
hace 1 semana
At Zendesk, Inc., we're seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving business growth and customer satisfaction by delivering exceptional customer experiences.
Key Responsibilities- Proactively manage a portfolio of enterprise customers to minimize churn and contraction risk, while driving product adoption and revenue growth.
- Develop and execute customized account plans, ROI analyses, and success plans to meet customer needs and drive business outcomes.
- Collaborate with cross-functional teams, including sales, marketing, and product, to ensure seamless customer experiences and drive business growth.
- Conduct regular business reviews, roadmap presentations, and success plan meetings to ensure customer satisfaction and drive business results.
- Maintain a deep understanding of customer needs, challenges, and pain points to provide actionable insights and recommendations to internal stakeholders.
- Develop and maintain strong relationships with customers, stakeholders, and internal teams to drive business growth and customer satisfaction.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 5+ years of experience in customer success, account management, or a related field, with a proven track record of driving business growth and customer satisfaction.
- Excellent communication, interpersonal, and presentation skills, with the ability to effectively communicate with customers, stakeholders, and internal teams.
- Strong analytical and problem-solving skills, with the ability to analyze customer data and develop actionable insights and recommendations.
- Ability to work in a fast-paced environment, with multiple priorities and deadlines, and adapt to changing customer needs and business requirements.
- Proficiency in CRM software, with experience in managing customer relationships and driving business growth.
- Experience in the customer experience or service industry, with a deep understanding of customer needs and pain points.
- Formal technical support experience, with a strong understanding of technical concepts and frameworks.
- Professional project management experience, with the ability to manage multiple projects and priorities.
- Knowledge of common help desk/ticketing solutions, with experience in managing customer issues and resolving conflicts.
Zendesk, Inc. is a leading provider of customer service and engagement software, with a mission to deliver exceptional customer experiences. We're a fast-paced, innovative company that values collaboration, creativity, and customer satisfaction.
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