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Senior Success Specialist

2 months ago

Remote, Canada Zendesk Full time

By clicking âApply Now,â I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendeskâs Candidate Privacy Notice.


Job Description
 

Zendesk is a leading provider of customer service and engagement solutions, helping organizations build better customer relationships. Companies such as Wise, Doodle, Pipedrive, Epic Games, Automattic, and SoundCloud trust Zendesk to enhance their customer service quality.

We're currently looking for a Customer Success Manager to join us remotely, covering the North America time zone, preferably on the West Coast

As a QA Customer Success Manager, you will play an essential role in making sure that customers are getting the most value out of our quality assurance solutions. Your primary responsibilities include: preparing them for a successful journey with Zendesk QA by onboarding the responsible teams; working together with the Success team at Zendesk to track customer journeys with us and check-in with them regularly; take care of your portfolio and report in key KPIs internally; and assist with information for successful upgrades and renewals. If you possess a proven track record in meeting retention targets, have a deep understanding of customer support technologies, and possess the skills to empower a customer facing organization to excel at selling support solutions, we encourage you to apply.
 

What to expect?

  • Onboard new customers and teach their employees how best to use the Zendesk QA solution (formerly Klaus)

  • Identify growth opportunities for upselling and cross-selling across your portfolio

  • Work with Sales to facilitate smooth handovers when customers start using Zendesk QA

  • Help optimize our processes along with the rest of the team

  • Report to the company on KPIs and organize QBR meetings to prove ROI

  • Bring feedback and requests to Product for the next feature releases

  • Be the bridge between Marketing and our customer base for events, webinars, interviews, etc.

  • Make sure customers are happy, active, and getting the most out of Zendesk QA

  • Assist with the integration processes related to the Klaus acquisition (eg. moving customers to Zendesk billing)

Requirements:

  • 3+ years working in Customer Success, Account Management, or similar role in B2B

  • Proven track record managing B2B accounts in previous roles

  • Experience working with companies in different industries, markets, and timezones

  • Understand the value of building relationships with customers who will stay, collaborate and refer Zendesk

  • Ability to interact with different areas of the company to share relevant customer feedback

  • Data-driven: maintaining high CRM standards to identify improvements and understand success

  • Excellent verbal and written communication skills (we work in English)

  • A team player with experience working remotely

  • Experience in a previous Support or Sales role is a +, but not required

#LI-DT

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.

About Zendesk - Champions of Customer Service

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 experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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.