Job Description

Our Customer Success team advises and guides our wide array of customers, ensuring they are continually driving business value from Zendesk. The team here are the face of the house of Zendesk - genuinely empathetic, strategic-minded, professional and humble. We are passionate about working with large customers 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 large portfolio of Zendesk’s most strategic accounts in our Enterprise segment. As a trusted advisor, you will understand your customer’s business, overarching strategy and objectives and recommend how Zendesk can be optimally applied to support the customer’s present and future strategy. You will build and maintain trustful relationships with your customers' strategic and operational stakeholders. You will be driving business value derived from Zendesk across your portfolio. 

You will:

• Manage a book of business with the primary goal of retaining our customers by identifying initiatives that will drive more value out of their investment
• Understand customers objectives with Zendesk and ensure that their setup and workflows are helping them achieve these goals
• Communicate eloquently and regularly with admins and senior stakeholders
• Produce and deliver quality presentations to showcase customer growth, trends and demonstrate the value they are getting from Zendesk as well as delivering recommendations to support your customers strategic goals
• Assess the health of your portfolio of customers and be able to forecast their growth
• Maintain product expertise of all the solutions Zendesk offer
• Help our customers to articulate the benefits they are looking to get from Zendesk, and to help them keep track of their performance.
• Dig into data from the Zendesk data warehouse to draw conclusions and make our customers even more successful
• Work with our sales executives on your portfolio of accounts
• Respond to high profile, high-impact customer issues in a fashion that inspires confidence and continued customer loyalty
• Coach new team members on Zendesk’s own customer success program
• Maintain product expertise of all the solutions Zendesk offer

Your typical day includes:

• Working with your customers to understand their business strategy, needs and understand how they currently use Zendesk and how improvements in their implementation can help them achieve their business goals
• Collaborating with your peers in Customer Success, Sales, Product, Support, and throughout Zendesk advocating on behalf of your customer
• Working with our marketing team to develop and share successful customer stories
• Sharing customer feedback across our organization to improve Zendesk’s solutions

You are: 

• Highly consultative and strategic with savvy business sense
• Experienced working with multiple business partners and teams
• Passionate about customer success service and how it can transform businesses
• Organised and professional 
• Keen on technology with confirmed technical aptitude

• Strong project management skills and an ability to multitask without getting frazzled
• Account management or related experience caring for and advising customers or clients
• Empathy and an outstanding ability to understand customer needs
• Excellent communication, interpersonal skills, and eloquent writing skills
• A passion for technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
• The ability to engage in strategic conversations with senior leaders
• A love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
• Degree or equivalent working experience
• Proficiency in German and English is a must. An additional European language is a bonus 

Desired:

• Consulting background, sales or similar experience at the enterprise level
• Customer Service or Customer Experience 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