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About the Role

Consult on Customer Support/Experience (CX) and Employee Services (ES) solutions from the Zendesk SaaS suite, ensuring customers are optimized and scaling easily through impactful engagements. Drive customer business and technical value by understanding their business, creating Success Plans, and delivering measurable ROI.

Responsibilities

• Build and foster strong relationships with Enterprise customers to minimize churn and contraction and drive expansion.
• Partner with customer's technical and business executive leadership on post-sales implementation planning.
• Guide customers' technical adoption journey and enable them to deliver innovation.
• Develop a deep understanding of customer's business and technical objectives.
• Collaborate with customers to build a strategic joint account and success plan with identified objectives, milestones, and measurable KPIs.
• Develop and apply domain/technical knowledge of the Zendesk platform, best practices, and customer insights.
• Remove blockers and lead key resources, internally and externally, to support customer's success plan.
• Engage regularly with customers based on the touchpoint framework (e.g., user shadowing, strategic discovery, business reviews, adoption assessments, value narratives, roadmap presentations).
• Proactively analyze customer's product usage data to mitigate risk, improve product adoption, and reduce churn.
• Partner with customer-facing account teams and executives on overall platform success.
• Accelerate customer's time-to-value journey.
• Protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
• Independently execute customer experience maturity analysis to drive progress and results.
• Work with a complex/higher ARR book of business.
• Assess customer CX strategy and guide them along their customer experience maturity journey with measurable outcomes.
• Create process and technical structure to support others.
• Regularly assess, plan, and document customer's success journey with Zendesk via Gainsight.
• Willing and able to travel domestically up to 25% of the time.
• Available to work at the London office 2 times per week.

Requirements

• Experienced in managing Enterprise level accounts with high levels of complexity.
• High level of understanding of the customer and employee service industry and competitive landscape.
• Established as a SME for certain products, industries or segments.
• Well-versed in software and subscription services with excellent customer, partner, and market orientation.
• Possess great communication skills and can collaborate and plan strategically with sales counterparts.
• Have a background in a technology-related field and familiarity with Customer Support/CX/ES (industry and technology).
• Possess strong leadership skills and the ability to influence and inspire cross-functional teams.
• Possess high technical aptitude to quickly learn new technologies and then consult on their value.
• Self-starter who thrives in both collaborative and autonomous environments.
• Strong analytical skills, including experience with Looker, Tableau, or similar software.
• Experience turning data into insights to fuel your ideas.
• Leader amongst peers, supports colleagues and covers for management when needed.
• Leads the business by identifying new customer experience trends both in and outside of their book of business.
• Overcomes most barriers and escalates effectively when other options are exhausted.
• Expert escalation at all levels including coordinating executive and cross functional teams to execute resolution for customers critical to the business.
• 12+ years of relevant work experience in customer-facing customer success, strategic account management (~10 accounts), or strategic consulting roles.
• SaaS experience required.
• History of success driving customer retention and ARR Growth (GRR) across a book of business above $10M ARR.
• Significant experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams.
• Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence.
• Proven ability to quickly grasp and distinctly explain technological and business concepts.
• Proven track record of identifying and collaborating on expansion opportunities and strategies with account teams.
• Applied domain/technical knowledge of the Zendesk solution, best practices, and customer insights.
• High level understanding of enterprise architecture principles.

Skills

• Customer Success
• Customer Support
• Customer Experience (CX)
• Employee Services (ES)
• Zendesk SaaS suite
• Account Management
• Strategic Consulting
• SaaS
• Looker
• Tableau
• Leadership
• Communication
• Collaboration
• Strategic Planning
• Technical Aptitude
• Analytical Skills
• Priority Management
• Emotional Intelligence

Location

• London

Work Type

• Hybrid
• Onsite (2 days per week in London office)

Experience Level

• 12+ years of relevant work experience
• Enterprise level accounts
• High ARR book of business

Education Level

• Bachelor’s Degree or equivalent career experience

About the Company

• Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
• We power billions of conversations with brands you know and love.
• Zendesk believes in offering our people a fulfilling and inclusive experience.
• Our hybrid way of working enables us to purposefully come together in person to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
• Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
• Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
• Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
• With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
• We are aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk.

Equal Opportunity

• Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
• Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
• We are an AA/EEO/Veterans/Disabled employer.
• Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.