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WFM Success Specialist

3 months ago

Remote, Canada Zendesk Full time

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Job Description

Job Summary

As a WFM Customer Success Specialist, you will play a crucial role in driving the WFM Success initiatives. Leveraging your extensive WFM experience and strategic acumen, you will identify customer needs, providing them with tailored solutions that not only address their problems but also add exceptional and ICONIC WFM value. Your role involves nurturing customer relationships, onboarding customers to WFM solution, helping customers in setting their WFM success criteria and adopting the tool fully, meeting and exceeding your targets, at times, assisting in closing sales deals. Your industry knowledge will help you stay abreast of the latest trends and competitor offerings, thus guiding successful success strategies. You will also be sharing your expertise and contributing to team's development. Ultimately, your success in this position will materially enhance our teams profitability and market presence.

What you'll be doing

  • Onboarding customers to WFM tool
  • Proactively offering assistance on low adoption cases and focus on customer satisfaction
  • Attending customer QBR/EBR and representing WFM and speaking to its value proposition
  • Attending and owning account escalations until resolution and mitigating churn risk
  • Identify growth opportunities for upselling and cross-selling across our customer base
  • Closely collaborating with product, engineering, support, sales and other teams to drive customer success
  • Help optimize our processes along with the rest of the team
  • Be the bridge between marketing and our customer base for events, webinars, interviews, etc.

What you bring to the role

Basic Qualifications:

  • 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

Preferred Qualifications:

  • Experience and/or understanding of basic WFM
  • Experience in a previous Success or Sales role as a team lead/supervisor or similar role

#LI-DT2

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 experiences—and 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 you're collaborating from your home office, a Zendesk workspace, or the kitchen table, you're part of one team at Zendesk.

Zendesk is an equal opportunity employer, and we're 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 with your specific accommodation request.