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Zendesk

Customer Success Manager

3 days agoRemote

Customer Success Consultant - DACH Market

Our Customer Success team advises and guides our wide array of customers, ensuring they are continually driving business value from Zendesk. The team here are the face of the house of Zen(desk) - genuinely compassionate, strategic-minded, organised, humble and always listening. We are passionate about working with large customers to make Zendesk the common thread that transforms their business.

Fulfilling this role means you are entrusted with the relationships, strategy, and account health for a large portfolio of Zendesks most strategic accounts across the DACh region as required. As a trusted advisor, you will understand your customers business, overarching strategy and objectives and recommend how Zendesk can be optimally applied to support the customers present and future strategy. You will build and maintain trustful relationships with your customers' strategic and operational stakeholders. You will be driving business value derived from Zendesk across your portfolio.



You will:

  • Manage a book of business with the primary goal of retaining our customers by identifying initiatives that will drive more value out of their investment
  • Communicate eloquently and regularly with admins and senior stakeholders
  • Produce and deliver quality presentations to showcase customer growth, trends and demonstrate the value they are getting from Zendesk as well as deliver recommendations to support your customer's strategic goals
  • Assess the health of your portfolio of customers and be able to forecast their growth
  • Maintain product expertise of all the solutions Zendesk offer
  • Help our customers to articulate the benefits they are looking to get from Zendesk, and to help them keep track of their performance.
  • Dig into data from the Zendesk data warehouse to draw conclusions and make our customers even more successful
  • Work with our sales executives and renewal managers on your portfolio of accounts
  • Respond to high profile, high-impact customer issues in a fashion that inspires confidence and continued customer loyalty
  • Coach new team members on Zendesks own customer success program

Your typical day includes:

  • Working with your customers to understand their business strategy, needs and understand how they currently use Zendesk and how improvements in their implementation can help them achieve their business goals
  • Collaborating with your peers in Customer Success, Sales, Product, Support, and throughout Zendesk advocating on behalf of your customer
  • Working with our marketing team to develop and share successful customer stories
  • Sharing customer feedback across our organization to improve Zendesks solutions

You are:

  • Highly consultative and strategic with savvy business sense
  • Experienced working with multiple business partners and teams
  • Passionate about customer success and how it can transform businesses
  • Organised, professional and (hopefully) quick-witted
  • Keen on technology with confirmed technical aptitude; experience at a technology company or relevant consultancy is ideal

You have:

  • Strong project management skills and an ability to multitask without getting frazzled
  • Account management or related experience caring for and advising customers or clients
  • Empathy and an outstanding ability to understand customer needs
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • A commercial mindset and a high level of business acumen
  • The ability to engage in strategic conversations with senior leaders
  • A love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
  • Degree or equivalent working experience
  • Proficiency in English and German at mother tongue level

Desired:

  • Consulting background, sales or similar experience at the enterprise level
  • Customer Service industry experience
  • Formal technical support experience; help desk experience ideal
  • Professional project management experience
  • Knowledge of common help desk/ticketing solutions
  • Confidence in discussing technical frameworks, eg. APIs

The intelligent heart of customer experience
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 we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and were 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.

Job ID: Zendesk-ZENDUSR25966EXTERNALENUS_1238163565
Employment Type: Other