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Senior Customer Success Advocate

3 months ago

Canada Zendesk, Inc. Full time

Position Overview:

Zendesk, Inc. stands at the forefront of customer service and engagement solutions, empowering organizations to cultivate superior customer relationships. Esteemed companies such as Wise, Doodle, Pipedrive, Epic Games, Automattic, and SoundCloud rely on Zendesk to elevate their customer service standards.

We are in search of a Senior Customer Success Advocate to operate remotely, primarily within the North America time zone, with a preference for candidates located on the West Coast.

Key Responsibilities:

  • Facilitate the onboarding process for new clients, educating their teams on the optimal use of the Zendesk QA solution (previously known as Klaus).
  • Identify and leverage growth opportunities for upselling and cross-selling within your assigned accounts.
  • Collaborate with the Sales team to ensure seamless transitions when clients begin utilizing Zendesk QA.
  • Contribute to process optimization alongside fellow team members.
  • Monitor and report on key performance indicators (KPIs) to the organization, organizing quarterly business review (QBR) meetings to demonstrate return on investment (ROI).
  • Gather and relay customer feedback and requests to the Product team for future feature enhancements.
  • Act as a liaison between Marketing and our clientele for events, webinars, interviews, and more.
  • Ensure customer satisfaction, engagement, and optimal utilization of Zendesk QA.
  • Assist with integration processes related to the Klaus acquisition, including transitioning clients to Zendesk billing.

Qualifications:

  • A minimum of 3 years of experience in Customer Success, Account Management, or a related field within the B2B sector.
  • A demonstrated history of managing B2B accounts successfully in prior roles.
  • Experience collaborating with organizations across various industries, markets, and time zones.
  • A strong understanding of the importance of fostering relationships with customers who are likely to remain loyal, collaborate, and refer Zendesk.
  • Proficient in engaging with diverse departments within the company to communicate relevant customer insights.
  • Data-oriented: maintaining high standards in CRM to identify areas for improvement and measure success.
  • Exceptional verbal and written communication skills in English.
  • A collaborative team player with experience in remote work environments.
  • Prior experience in Support or Sales roles is advantageous, though not mandatory.

Zendesk is committed to being an equal opportunity employer, and we take pride in our continuous efforts to promote global diversity, equity, and inclusion within the workplace. All individuals seeking employment and employees at Zendesk are evaluated 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.