.We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience.Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite with a wide array of customers.
We ensure customers are optimized and scaling easily through impactful engagements, while driving customers' business and technical value.
Our priority is to understand our customer's business, work collaboratively with them to create a Success Plan, and ultimately deliver measurable ROI and customer results using Zendesk.CSMs align to a portfolio of customers within a specific region and are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales.
This is done through proactively engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their CX maturity.
Alongside your teammates in Sales, Support, and Product Management, you ensure that customers are seeing results from Zendesk and will continue to stay and grow!What You'll DoBuild and foster strong relationships with your portfolio of up to 40 accounts across our Enterprise and Commercial customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation and demonstrable business value to their end business users.Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan.Engage regularly with customers based on our touchpoint framework (i.E.
user shadowing, strategic discovery, executive business reviews, and roadmap presentations).Proactively analyze customer's product usage data and take necessary actions to mitigate risk, improve product adoption, business value outcomes and reduce churn.Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).Regularly assess, plan, and document your customer's success journey with Zendesk via Gainsight