Customer Success Strategist

Há 7 dias


São Paulo, São Paulo, Brasil Zendesk Tempo inteiro
Job Description

Role Overview

We are seeking a highly skilled Customer Success Specialist to join our team at Zendesk. As a Customer Success Specialist, you will be responsible for owning a portfolio of 20-25 cross-segment customers, helping them achieve their strategic goals and realize significant value using our platform.

Key Responsibilities

  1. Develop a comprehensive understanding of how Ultimate can be used to create value for support teams.
  2. Engage in customer onboarding by helping to define project scope and minimizing time-to-value.
  3. Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer.
  4. Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams.
  5. Work cross-functionally and build strong relationships with Professional Services, Sales and Product Management.
  6. Provide regular reporting on automation, product adoption, and account health KPIs.
  7. Lead quarterly and executive business reviews with customers to align realized value with executive stakeholders.

About You

We are looking for a candidate with a successful track-record of managing large and medium-size customers with complex technical solutions and multiple stakeholders. You should have a strong understanding of how to integrate our product features and capabilities to help customers achieve their goals.

Requirements

  1. Experience in Customer Success, Account Management or related roles in a SaaS company.
  2. Technical problems excite you. You regularly liaise with technical teams, both internally and externally.
  3. You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans.
  4. You are analytical and measure value via a data-oriented approach.
  5. You have a knowledge of CRM tools like Zendesk.
  6. You must have working proficiency in Portuguese, Spanish and English.

We Measure Success Through

  1. Retention Rate
  2. Expansion Rate/ARR Growth Rate
  3. Time to First Value
  4. NPS

About Zendesk

Zendesk is a global leader in customer service and support software. We help businesses build strong relationships with their customers through our intuitive and powerful platform. We are committed to creating a workplace that is inclusive, diverse, and supportive of our employees' well-being.

What We Offer

We offer a competitive salary, comprehensive benefits package, and a dynamic work environment. We also provide opportunities for professional growth and development, as well as a chance to work with a talented and passionate team.



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