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Customer Success Consultant

Customer Success Consultant
Posted
Jun 25

Job Description

Our Customer Success team advises and guides our wide array of customers, ensuring they continually drive business value from Zendesk. The team here are the face of the house of Zen(desk) - genuinely compassionate, strategic-minded, organised, humble and always listening. We are passionate about working with large customers to make Zendesk the common thread that transforms their business.

Fulfilling this role means you are entrusted with the relationships, strategy, and account health for a large portfolio of Zendesk’s most strategic accounts in our Com...Read more

Job Description

Our Customer Success team advises and guides our wide array of customers, ensuring they continually drive business value from Zendesk. The team here are the face of the house of Zen(desk) - genuinely compassionate, strategic-minded, organised, humble and always listening. We are passionate about working with large customers to make Zendesk the common thread that transforms their business.

Fulfilling this role means you are entrusted with the relationships, strategy, and account health for a large portfolio of Zendesk’s most strategic accounts in our Commercial segment. As a trusted advisor, you will understand your customer’s business, overarching strategy and objectives and recommend how Zendesk can be optimally applied to support the customer’s present and future strategy. You will build and maintain trustful relationships with your customers' strategic and operational stakeholders. You will be driving business value derived from Zendesk across your portfolio. 

 

You will:

  • Manage a book of business with the primary goal of retaining our customers by identifying initiatives that will drive more value out of their investment

  • Communicate eloquently and regularly with admins and senior stakeholders

  • Produce and deliver quality presentations to showcase customer growth, trends and demonstrate the value they are getting from Zendesk as well as delivering recommendations to support your customers' strategic goals

  • Assess the health of your portfolio of customers and be able to forecast their growth

  • Maintain product expertise of all the solutions Zendesk offer

  • Help our customers articulate the benefits they are looking to get from Zendesk and help them keep track of their performance.

  • Dig into data from the Zendesk data warehouse to draw conclusions and make our customers even more successful

  • Work with our sales executives on your portfolio of accounts

  • Respond to high profile, high-impact customer issues in a fashion that inspires confidence and continued customer loyalty

  • Coach new team members on Zendesk’s own customer success program

 

Your typical day includes:

  • Working with your customers to understand their business strategy, needs and understand how they currently use Zendesk and how improvements in their implementation can help them achieve their business goals

  • Collaborating with your peers in Customer Success, Sales, Product, Support, and throughout Zendesk advocating on behalf of your customer

  • Working with our marketing team to develop and share successful customer stories

  • Sharing customer feedback across our organization to improve Zendesk’s solutions

 

You are: 

  • Highly consultative and strategic with savvy business sense

  • Experienced working with multiple business partners and teams

  • Passionate about customer success service and how it can transform businesses

  • Organised, professional and (hopefully) quick-witted

  • Keen on technology with confirmed technical aptitude; experience at a technology company or relevant consultancy is ideal

 

You have:

  • Strong project management skills and an ability to multitask without getting frazzled

  • Account management or related experience caring for and advising customers or clients

  • Empathy and an outstanding ability to understand customer needs

  • Excellent communication, interpersonal skills, and eloquent writing skills

  • A passion for technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal

  • The ability to engage in strategic conversations with senior leaders

  • A love for teamwork and commitment to building a world-class, enterprise-level global customer experience together

  • Degree or equivalent working experience

  • Proficiency in German and English (and an additional European language is a bonus)

 

Desired:

  • Consulting background, sales or similar experience at the enterprise level

  • Customer Service industry experience

  • Formal technical support experience; help desk experience ideal

  • Professional project management experience

  • Knowledge of common help desk/ticketing solutions

  • Confidence in discussing technical frameworks, e.g. APIs

 

About Zendesk - Champions of Customer Service 


Zendesk started the customer experience revolution in 2007 by enabling any business worldwide to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.

 

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations. 

 

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, colour, 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. If you are based in the United States and would like more information about your EEO rights under the law, please click here

 

Zendesk endeavours to make reasonable accommodations for applicants with disabilities and disabled veterans under applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.


By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. 

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