Job Description
We are seeking a dynamic CX Manager to join our CX Acceleration SWAT team, a role essential for revolutionizing customer experiences through optimized Zendesk implementations. The ideal candidate will have extensive experience as a Senior Consultant, Senior Technical Account Manager, or Senior Customer Success Manager, bringing strategic insight and technical expertise to every project. This role involves fostering strong collaborative partnerships, starting with securing executive buy-in to ensure alignment and commitment. The CX Manager will lead comprehensive discovery sessions and technical assessments to identify enhancement opportunities. Whether engaging specialized consultants and technical architects or executing hands-on configuration changes, the successful candidate will be committed to delivering impactful solutions. The position requires a customer-centric approach to conclude each engagement, ensuring clients are empowered and satisfied with their transformed Zendesk ecosystems.
Key Responsibilities:
* Relationship Building: Establish and nurture strong relationships with both internal and external teams, including Success, Sales, and Services, as well as customers ranging from agents to executives.
* Customer Centricity: Prioritizing the business and technical requirements of our clients in every decision we make, guaranteeing they gain maximum value from our partnership. While the CX Manager primarily concentrates on short-term project initiatives, the cultivation and maintenance of a robust client relationship must remain the cornerstone of our collective success.
* Zendesk Solutions Implementation: Conduct in-depth technical assessments focusing on configuration, but also taking into account any integrations, apps, and overall system architecture and implement Zendesk configuration solutions.
* Expert Consultation: Provide expert consultation and product demonstrations to showcase Zendesk capabilities, aiming to deliver quick wins and optimized use cases for our clients, bringing support where needed.
* Close-out Review: Perform internal reviews with account teams as well as a review with the customer’s executive management to close out the engagement with the customer once the work has been completed, focusing on value, customer satisfaction and detailing next steps and recommendations for further work as well as detailing what services Zendesk can provide.
* Resource Orchestration: Coordinate the use of Zendesk resources (AE, CSM, CX Consultants, CX TA, Professional Services, Product Managers) to ensure effective implementation and ongoing client support.
* Continuous Improvement: From our learnings through engaging with customers in this way, partner with account teams, management and enablement teams to drive continuous improvement and global delivery excellence.
Qualifications:
* Zendesk Expertise: Deep knowledge of Zendesk products, with hands-on experience managing Zendesk environments.
* Technical Experience: At least 5 years of technical experience in complex customer environments.
* Leadership Skills: Proven ability to mobilize teams and drive actions that lead to organizational and customer success.
* Service Management Experience: Expertise in service management, operational support, customer experience management, and business development.
* Customer-Facing Roles: Experience in external enterprise customer-facing roles as a technical lead, with a strong understanding of system integrations.
* Collaborative Work Style: Proficiency in working within a collaborative/matrix environment.
* Communication Skills: Exceptional communication and presentation skills, capable of connecting with personnel at all levels, from administrators to CxOs.
* CX Proficiency: Knowledge of SaaS implementations, customer use cases and logic-based workflows.
* Problem-Solving Aptitude: Ability to develop alternative solutions through lateral thinking and technical curiosity.
Why Work With Us?
* We are an exciting new team within Zendesk working in start-up mode, so you get to help build this new working environment with us!
* We are basing this team on kindness, collaboration, encouragement and support
* Our team thrives on helping customers adapt, so they can get value from an ever evolving product, in a dynamic market.
* This role has you in the centre of Zendesk, interacting with all of the different teams!
* We believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing.