Customer Success Manager

4 weeks ago

Madison, Wisconsin, United States Zendesk Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our Global Scaled Customer Success team. As a Customer Success Manager, you will be responsible for delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns.

Key Responsibilities
  • Work across a large cohort of different types of customers, delivering tailored solutions to meet their unique needs.
  • Collaborate cross-functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services, and more to drive customer success.
  • Utilize data and insights to inform your approach, shape your discovery, and bolster your recommendations.
  • Help forecast and mitigate risk, ensuring growth and driving customer satisfaction.
  • Provide consultation, demos, and standard processes on Zendesk product capabilities for quick wins.
  • Guide customers on advanced product features and integrations.
  • Develop a deep understanding of Zendesk's products and demonstrate them to customers at various stages of their adoption journey.
  • Participate in weekly online events, produce short videos, and build outreach campaigns to engage customers and convey the value of our partnership.
Requirements
  • 3+ years of experience in Customer Success or Account Management.
  • Experience identifying business objectives and mapping solutions in a thorough, compelling, and crisp manner.
  • Dynamism, agility, and a willingness to adapt to a changing landscape.
  • Interest in diving into new products and software systems, with the ability to quickly learn and understand how they work.
  • Strong written and oral communication skills, with the ability to convey technical information to customers at various levels.
  • Data-driven, with experience using tools like SFDC, Gainsight, Tableau, and Zendesk.
  • Continuous improvement and a drive for positive customer experiences.
About Zendesk

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 stick to it in our workplace. Our hybrid way of working enables us to come together in person, connect, collaborate, and learn while giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. We're committed to making reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.

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