Customer Success Strategist
Há 4 dias
Unlock Customer Success with Zendesk
We're seeking a highly skilled Customer Success Specialist to join our team at Zendesk. As a key member of our customer success organization, you will be responsible for driving customer adoption, retention, and growth.
Key Responsibilities- Own a portfolio of 20-25 cross-segment customers, providing strategic guidance and support to help them achieve their goals and realize significant value from our platform.
- Develop a comprehensive understanding of our product and its capabilities, identifying opportunities to create value for our customers and driving product adoption.
- Engage in customer onboarding, helping to define project scope and minimizing time-to-value.
- Build strong customer relationships and keep engagement high through committing to mutual success plans, outlining strategic goals, and providing proactive training and best practices.
- Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams and providing regular training and support.
- Work cross-functionally with Professional Services, Sales, and Product Management to secure resources and drive customer success.
- Provide regular reporting on automation, product adoption, and account health KPIs, identifying risk early and developing strategies to mitigate.
- Lead quarterly and executive business reviews with customers to align realized value with executive stakeholders and unlock expansion opportunities.
We're looking for someone with
- Experience in Customer Success, Account Management, or related roles in a SaaS company.
- A successful track-record of managing large and medium-size customers with complex technical solutions and multiple stakeholders in a high-touch B2B environment.
- A product expert with an aptitude for understanding how our product and its features, integrations, capabilities, and best practices help customers achieve their goals.
- Technical problems excite you, and you regularly liaise with technical teams, both internally and externally, to troubleshoot technical challenges and collaborate with Product to implement fixes.
- You're a natural advisor and value partner, laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.
- You're analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.
- You have a knowledge of CRM tools like Zendesk and basic understanding of API integrations and JSON is a plus.
- You must have working proficiency in Portuguese, Spanish, and English.
- Retention Rate
- Expansion Rate/ARR Growth Rate
- Time to First Value
- NPS
About Zendesk
We're a global company with a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us.
We're a hybrid company, enabling our people to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate, and learn while also giving our people the flexibility to work remotely for part of the week.
Join us in shaping the future of customer experience
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