Enterprise Customer Success Specialist

November 21

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Zendesk

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Help Desks • Customer Support • SaaS • Customer Community • Customer Service

5001 - 10000

💰 Grant on 2019-09

Description

• Own a portfolio of Enterprise customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform. • Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs. • Engage in customer onboarding by helping to define objectives, project scope and minimizing time-to-value. • Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal. • Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices. • Work cross-functionally and build strong relationships with Product Management, Sales, Implementation, and Customer Engineering and be responsible for securing resources to realize your customers’ objectives. • Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them. • Build business cases and ROI calculations, leveraging industry benchmarks and best practices, and lead quarterly business value workshops with customers to align realized value with executive stakeholders and unlock expansion across new channels, markets, brands, and use cases. • Uncover and qualify expansion opportunities and work closely with Account Executives on closing them. • Know your customers’ contracts and when changes to an existing contract are necessary.

Requirements

• Experience in managing Enterprise customers • Experience working in SAAS • Familiarity with Zendesk CRM • Salesforce CRM • Ticket management, ideally in Jira • Slack • G-Suite