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WFM Success Specialist

2 months ago

Vancouver, British Columbia, Canada Zendesk Canada Full time
Job Summary

Drive Customer Success with Zendesk Canada

We are seeking a highly skilled WFM Success Specialist to join our team at Zendesk Canada. As a key member of our customer success team, you will play a crucial role in driving the WFM Success initiatives, leveraging your extensive WFM experience and strategic acumen to identify customer needs and provide tailored solutions that add exceptional value.

Key Responsibilities:

  1. Onboard Customers to WFM Tool: Ensure seamless onboarding of customers to our WFM solution, providing them with the necessary support and resources to get the most out of the tool.
  2. Proactively Offer Assistance: Proactively offer assistance to customers with low adoption rates, focusing on customer satisfaction and ensuring they achieve their desired outcomes.
  3. Represent WFM Value Proposition: Attend customer QBR/EBR meetings, representing the WFM solution and speaking to its value proposition, highlighting the benefits and ROI.
  4. Escalate and Resolve Issues: Attend and own account escalations, working closely with customers to resolve issues and mitigate churn risk.
  5. Identify Growth Opportunities: Identify growth opportunities for upselling and cross-selling across our customer base, collaborating with cross-functional teams to drive customer success.
  6. Collaborate with Cross-Functional Teams: Closely collaborate with product, engineering, support, sales, and other teams to drive customer success and optimize processes.
  7. Bridge between Marketing and Customers: Serve as the bridge between marketing and our customer base, facilitating events, webinars, interviews, and other initiatives to build strong relationships.

Requirements:

  1. 3+ Years of Experience: 3+ years of experience in Customer Success, Account Management, or similar roles in B2B.
  2. Proven Track Record: Proven track record of managing B2B accounts in previous roles, with a strong focus on customer satisfaction and retention.
  3. Industry Knowledge: Experience working with companies in different industries, markets, and time zones, with a deep understanding of the value of building relationships with customers who will stay, collaborate, and refer Zendesk.
  4. Excellent Communication Skills: Excellent verbal and written communication skills, with the ability to interact with different areas of the company to share relevant customer feedback.
  5. Data-Driven: Data-driven, with a strong focus on maintaining high CRM standards to identify improvements and understand customer success.
  6. Team Player: A team player with experience working remotely, with a strong focus on collaboration and customer-centricity.