Job Description

Our Customer Success team advises and guides a wide array of customers, ensuring they are continually driving business value from Zendesk. The team here are the face of the house of Zen(desk) - genuinely compassionate, strategic-minded, organised, humble and always listening. We are passionate about working with large enterprises to make Zendesk the common thread that transforms their business.

Fulfilling this role means you are entrusted with the relationships, strategy, and account health for a portfolio of Zendesk’s most strategic accounts. From time to time you may also be responsible for onboarding new Enterprise customers. As a trusted advisor and mentor, you will settle how Zendesk can be optimally applied to support the customer’s present and future business strategy by building and maintaining lasting positive relationships with multiple senior customer contacts (including CxO level). You will be driving the Business Value derived from Zendesk across your portfolio (whilst actively looking for new areas of use) as well as preparing and delivering regular business reviews and developing customer case studies and references.

You will:

• Communicate eloquently and regularly with admins and executives at top-level accounts
• Produce and deliver quality presentations on at least a quarterly basis to showcase customer growth, trends, and product/industry maturity and demonstrate the value they are getting from Zendesk.
• Help customers define their strategic plans for CX and show how Zendesk can help them to achieve that vision
• Work with our awesome sales executives to make sure customers have the Zendesk resources they need
• Maintain product expertise across the Zendesk product line
• Respond to high profile, high-impact customer issues in a fashion that encourages confidence and continued customer dedication
• Coach new team members on Zendesk’s own customer service program
• Help lead our team as we set a new and innovative standard for the Customer Success methodology

Your typical day may include:

• Working with your customers to understand how they currently use Zendesk and how improvements in their implementation can help them to achieve their business goals.
• Collaborating with your peers in Customer Success, Sales, Support, Product, and throughout Zendesk, advocating on behalf of your customer.
• Working with our team to comb through data that will enlighten customers and their executives about the value of zendesk in their business, industry trends and how they compare to other customers facing similar challenges.
• Travelling to a customer’s headquarters and addressing multiple partners
• Working with marketing to develop and share successful customer stories and case studies
• Represent Zendesk at thought leadership events (e.g. industry panels, event keynotes etc)
• Sharing customer feedback across our organisation to improve Zendesk's solutions

• Strong project management skills and an ability to multitask without getting frazzled
• Account management or related experience caring for and advising customers or clients, building influential executive-level relationships.
• Ability to think strategically and to take your customers on a journey
• Excellent communication, interpersonal skills, and eloquent writing skills
• Empathy and an outstanding ability to understand customer needs
• Love for collaboration and commitment to building a premier, enterprise-class global customer experience together
• Willingness to travel up to 25-30% (pandemics allowing)
• Degree or equivalent working experience
• Proficiency in English and German (Dutch or Danish an additional asset)

Desired:

• Consulting background, sales or similar experience at the enterprise level
• Customer Service industry experience
• Formal technical support experience; help desk experience ideal
• Professional project management experience
• Knowledge of common help desk/ticketing solutions
• Confidence in discussing technical frameworks, eg. APIs