Enterprise Customer Success Leader

Há 1 mês

São Paulo, São Paulo, Brasil Zendesk, Inc. Tempo inteiro
About the Role

We are seeking an experienced Enterprise Customer Success Leader to join our team at Zendesk, Inc.

Job Description

As a key member of our Customer Success organization, you will be responsible for advising and guiding our customers as they map their business needs to our platform. You will ensure that customers are optimized and scaling smoothly through impactful engagements, all focused on driving business and technical value.

A successful Enterprise Customer Success Leader will align to a portfolio of customers within a specific region and be responsible for mitigating or minimizing churn/contraction risk while driving product adoption. You will achieve this through proactive engagement with customers at specific points in their lifecycle; guiding them to innovate and revolutionize their Customer Experience and/or Sales strategy using technology, and help them to continue to see value from Zendesk with your intimate knowledge of the platform.

You will work closely with our sales team to develop account plans, ROIs and Success Plans for growing accounts, and risk mitigation plans for at-risk customers. Additionally, you will conduct virtual and onsite meetings (ex: QBRs, Roadmap Presentations, Success plans, Syncs meetings) according to Zendesk Customer Success methodology to get results, product adoption and ensure retention.

Responsibilities
  • Proactively manage a book of business to minimize churn and contraction by empowering businesses to have more personal conversations with their customers;
  • Consultative approach with leaders across various industries to capture their business problems and partner on creating solutions by using all of Zendesk's products and services;
  • Partner with the sales team in your region to develop account plans, ROIs and Success Plans for growing accounts, and risk mitigation plans for at-risk customers;
  • Conduct virtual and onsite meetings (ex: QBRs, Roadmap Presentations, Success plans, Syncs meetings) according to Zendesk Customer Success methodology to get results, product adoption and ensure retention;
  • Maintain a high level of professionalism, empathy, and business acuity across multiple customers at one time, connecting trends and themes as you go;
  • Act as the Voice of the Customer, ensuring the Product Team has clear insights into our customers' challenges and use-cases;
  • Have excellent presentation skills to keep customers engaged in virtual and onsite settings;
  • Capture data trends and customer insights to provide a feedback loop to internal Zendesk teams (Product, Marketing, etc);
  • Experience in conceptualizing technology concepts and CX flows into use cases that solve business problems.
Requirements

We are looking for an individual with 5+ years of experience managing a portfolio of customers and impacting churn/contraction. A consulting background, Pre-Sales, Engagement Manager, or similar experience at the enterprise level is also desirable. The ideal candidate will have:

  • Bachelor's Degree;
  • Possess a passion for innovation and Customer Experience;
  • Excellent instincts and ability to interface with Director Level contacts with ease;
  • Excellent communication, interpersonal skills, and eloquent writing skills;
  • Empathy and a unique ability to understand customer needs;
  • Enthusiastic about technology with demonstrated technical proficiency;
  • Strong project management or organizational skills and an ability to multitask without getting frazzled;
  • Commitment to building a world-class, enterprise-class global customer experience together;
  • General understanding of concepts such as API, SDK, Webhook, JSON, Payload, AWS;
  • Willing and able to travel up to 25%.

We offer a competitive salary range of $120,000 - $180,000 per year, depending on location and experience.

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