Customer Success Specialist

Job Description

**The Customer Success Specialist will**
- ** Own a portfolio of 20-25 cross-segment (Enterprise, Mid-Market, Commercial) customers,** **as their single point of contact, helping them achieve their strategic goals and realize significant value using the platform.
- Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams.
- Engage in customer onboarding by helping to define project scope and minimizing time-to-value.
- Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.
- Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.
- Work cross-functionally and build strong relationships with Professional Services, Sales and Product Management, and be responsible for securing resources to realize your customers’ objectives.
- Provide regular reporting on automation, product adoption, and account health KPIs. Identify risk early and develop strategies to mitigate.
- Lead quarterly and executive business reviews with customers to align realized value with executive stakeholders and unlock expansion.
- Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

**ABOUT YOU**
- Experience in Customer Success, Account Management or related roles in a SaaS company.
- You have a successful track-record of managing large and medium-size customers with complex technical solutions and multiple stakeholders, in a high-touch B2B environment
- You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.
- Technical problems excite you. You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.
- You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.
- You are 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. Basic understanding of API integrations and JSON is a plus.
- ** You must have working proficiency in Portuguese, Spanish and English**

**WE MEASURE SUCCESS THROUGH**
- Retention Rate
- Expansion Rate/ARR Growth Rate
- Time to First Value
- NPS

**Where We Work**
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have 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 have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

**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