Senior Customer Success Manager
2 days ago
Description
• Build and foster strong relationships with your portfolio of 35 accounts to minimize churn and contraction and drive expansion... • Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan... • Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers... • Engage regularly with customers based on our touchpoint framework... • Proactively analyze customer’s product usage data and take necessary actions to mitigate risk... • Partner with customer-facing account teams and executives on overall platform success... • Regularly assess, plan, and document your customer’s success journey with Zendesk via Gainsight... • Mentor and coach team members based on prior experience and best practices... • Contribute to projects that impact all Zendesk customers...
Requirements
• Experienced in managing Commercial, Mid-Market or Enterprise-level accounts. • Fluent French and English essential, second language a huge bonus. • Possess an executive presence, especially when presenting to an executive audience and have the ability to hold and engage their attention in the room. • A proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required. • Well-versed in software and subscription services with excellent customer, partner, and market orientation. • Strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations. • Ability to understand the business requirements and help customers with best practices and the right next action. • Ability to articulate business value to various stakeholders within customer organizations including IT and business leaders. • Possess strong leadership and collaboration skills, and the ability to influence and inspire cross-functional teams including Sales, Renewals, and technical roles. • Functional knowledge of technology deployment applications and overall Enterprise architecture required, and familiarity with Customer Support/CX (industry and technology). • Strong analytical skills, including experience with Looker, Tableau, or similar software, and experience turning data into insights to fuel your ideas. • Self-starter who thrives in both collaborative and autonomous environments.
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