Overview
Customer Success Manager - Spanish or German speaker
The Customer Success Manager is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using Zendesk solutions. This is an exciting customer-facing role that puts you at the forefront of applying customer and employee service platforms and advanced AI to enable our customers to empower, service and accelerate their end customers’ businesses. The overarching objective of the CSM is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk. This role will work across a customer’s organization, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions. The CSM enables our customers’ success and Zendesk’s growth aspirations by delivering value from Zendesk solutions.
To achieve these goals, the mission of the CSM team is to deliver value across the customer journey, remove obstacles to product adoption, and advocate for the customer by providing actionable feedback to the Zendesk ecosystem.
Responsibilities
* Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions – from onboarding, to success planning, through product adoption and value realization
* Remove obstacles to product adoption and raise the Zendesk customer experience across the journey
* Advocate for the customer and provide customer-driven feedback to the Zendesk ecosystem
* Collaborate with Zendesk customers and colleagues on the following:
o Deliver a world-class customer experience anchored on getting customers to value quickly — from onboarding, to success planning, to adoption roadmaps, to recurring engagement, to value realization
o Drive, enable and remove obstacles to adoption of Zendesk’s product suite with prescriptive best practices and resources
o Advocate for the Zendesk customer across the ecosystem and bring data-driven feedback to the product development team
o Provide proactive engagement and communication with the customer, both written and verbal
o Forge strong relationships with the rest of the Zendesk customer account team (sales, support, professional services, renewals, marketing)
o Develop strong relationships with customer leaders at all levels of the organization
* Understand all aspects of overall customer health and proactively manage health metrics such as success plan status, relationship strength, product adoption/usage, level of engagement, and customer experience metrics
* Learn and understand new software solutions in the customer experience space; previous experience is ideal
* Track all engagement with accounts and provide ongoing intelligence on the status of customer health
* Regular travel to customer locations or site visits is expected for this role at a minimum 40%
Qualifications
* Minimum 5+ years of related experience in Customer Success / Experience
* Fluency in Spanish or German; ability to communicate professionally in one of these languages
* Ability to communicate professionally in English
* Experience in go-to-customer/GTM roles in enterprise technology / SaaS — in areas such as customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales
* Proven track record of learning new technology/software solutions and linking them to customer use cases, product adoption maturity, and business value
* Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus
* Ability to explain and demonstrate AI value to technical and non-technical stakeholders
* Strong multi-tasking and program/project management skills to progress multiple customers against success plans
* Strong interpersonal skills with the ability to influence at multiple levels across the customer’s organization and across functions within Zendesk
* Bachelor’s degree in computer science, information sciences & technology, engineering or business
* Ability to perform foundational quantitative analysis and basic churn forecasting
* Experience leveraging leading customer success tools (e.g., Gainsight) as part of daily customer engagement
* Available to work 2 times per week from our offices in Lisbon, Dublin or London
Note: This role details the hybrid working arrangement and in-office requirements for part of the week. Specific in-office schedule determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software powers billions of conversations with brands globally. Zendesk is committed to fairness and transparency; AI or automated decision systems may be used to screen applications in accordance with company guidelines and applicable law.
Zendesk is an equal opportunity employer. We value diversity, equity, and inclusion in the workplace. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about EEO rights, please review our policies. If you require accommodations to apply, please email peopleandplaces@zendesk.com.
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