Principal Client Engagement Manager
2 weeks ago
Overview
At Zendesk, we are in search of a dynamic and results-oriented individual who is dedicated to cultivating robust relationships and delivering an exceptional customer experience.
Role Summary
As a Senior Customer Success Manager (CSM), you will provide expert consultation on a range of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite, catering to a diverse clientele. Your role is pivotal in ensuring customers achieve optimal utilization and scalability through impactful interactions, while enhancing their business and technical value.
Key Responsibilities
- Collaborate closely with customers to understand their business needs and co-create a Success Plan that delivers measurable ROI and tangible results.
- Manage a designated portfolio of customers within a specific region, focusing on retention, minimizing churn risks, and driving product adoption.
- Identify and pursue expansion opportunities in collaboration with Sales teams.
Customer Engagement
- Engage proactively with customers throughout their lifecycle, offering tailored experiences and insights based on their CX maturity.
- Mentor and guide junior CSMs, sharing best practices to foster their professional growth.
- Lead strategic initiatives aimed at enhancing customer success and contributing to business growth, directly impacting key performance indicators.
Relationship Management
- Build and maintain strong relationships with your customer portfolio to mitigate churn and drive expansion by partnering with technical and business leadership teams during post-sales implementation.
- Develop a comprehensive understanding of customer objectives, collaborating to establish a strategic joint success plan with clear milestones and measurable KPIs.
Technical Expertise
- Utilize your domain knowledge of the Zendesk platform and customer insights to eliminate obstacles and mobilize key resources to support customer success plans.
- Conduct regular customer experience maturity assessments to drive progress and results.
Collaboration and Reporting
- Partner with various customer-facing teams (Sales, Renewals, Advocacy, Professional Services, Product, Engineering) to ensure overall platform success and accelerate customers' time-to-value journey.
- Regularly document and assess customer success journeys using Gainsight.
Qualifications
- Proven leadership experience in managing and mentoring teams or junior colleagues.
- Extensive experience with Commercial, Mid-Market, or Enterprise accounts.
- Strong communication skills and strategic planning capabilities with sales counterparts.
- Background in technology-related fields with familiarity in Customer Support/CX.
Experience
- 8+ years in customer-facing roles such as customer success, strategic account management, or consulting.
- Significant experience engaging with various levels of customer stakeholders, including technical admins and C-level executives.
- Demonstrated ability to quickly understand and articulate technological and business concepts.
Education
- Bachelor's Degree or equivalent professional experience.
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