Customer Success Executive at Zendesk in Remote

This role is fully remote; Pacific Time Zone preferred as this individual will be managing a portfolio of customers there and expected to align to business hours accordingly.

Responsibilities:

• Collaborate with your peers in Customer Success, Sales, Advocacy, Product, Professional Services, and throughout Zendesk to ensure customers are getting ROI out of their investment in Zendesk
• Actively manage a book of business to minimize churn and contraction by providing technical and business value
• Consult with support leaders across various industries to capture their business problems and work together on how to configure Zendesk in order to meet and exceed expectations
• Partner with the sales team in your region to understand where at-risk customers exist and formulate a plan to mitigate churn and contraction, as well as prioritize expansion
• Proactively partner with customers along their lifecycle to drive results, product adoption and ensure retention
• Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, surfacing trends and themes to your peers and leadership team
• Demonstrate excellent, creative presentation skills to keep customers engaged in virtual meetings
• Maintain product expertise across the Zendesk product suite
• Respond to high profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty

Characteristics

• Energized by working collaboratively to evolve and optimize a customer program
• Love for teamwork and the ability to work within different internal groups to enhance our customer’s experience
• Resourceful, and able to problem-solve independently
• Comfortable and autonomous working fully remote
• Thrives in a fast paced environment and works proactively to learn skills to succeed
• Proven ability to develop relationships quickly
• Ability to manage several customers at different milestones in their lifecycle with Zendesk

Required Skills/Experience:

• Bachelor’s Degree
• 5+ years of relevant experience managing a portfolio of customers and impacting churn/contraction
• Good understanding of support process and infrastructure
• Excellent instincts and ability to interface at VP (and above) level contacts with ease
• Excellent communication, interpersonal skills, and eloquent writing skills
• Empathy and a unique ability to understand customer needs
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
• Knowledge of common Customer Experience solutions (including but not limited to WFM, Messaging, QA, etc)
• Passionate about customer service and how it can transform businesses
• Strong project management or organizational skills and an ability to multitask without getting frazzled
• Commitment to building a world-class, enterprise-class global customer experience together
• Willingness to travel domestically for customer onsites once permitted and safe.