Customer Success Associate

Job Description

Our Customer Success team guides our wide array of clients as they map any number of business needs to their Zendesk account. We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value. A key fixture of our team is the work our Customer Success Associates (CSA) do to understand a customer’s business, work creatively to provide solutions to their challenges, and ultimately help their organization innovate using Zendesk. In addition to working with customers one-on-one, you’d also build written content and short videos to teach standard methodologies at scale. This role will work with customers in English. You are an inventive problem solver who enjoys teaching customers about topics both big and small.

Responsibilities

• Handle a large portfolio of accounts through one-to-one customer engagements at different stages during their Zendesk lifecycle in order to exceed quarterly churn and contraction targets
• 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
• Conduct virtual meetings according to Customer Success methodology to drive product adoption and ensure retention
• Maintain a high level of integrity, empathy, and business insight across multiple customers at one time, connecting trends as you go
• Produce short videos and webinars that promote Zendesk best practices and can be shared broadly with thousands of customers around the world
• Collaborate with your peers in Sales, Advocacy, Training, Services, and Product to provide your accounts with a flawless experience regardless of their needs
• Display excellent presentation skills to keep customers engaged in virtual settings
• Have worked with the Zendesk product suite, or a comparable customer service system

Requirements

• 2+ years managing a portfolio of customers with an impact on churn and contraction
• Fluent in English, you are also fluent in another language, but this is not a requirement
• Excellent communication and interpersonal skills as well as eloquent writing skills
• Empathy and a rare ability to understand customer needs
• Ability to command a room and inspire Director-level contacts with ease
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
• Strong project management skills and an ability to multitask without getting stressed
• Love for teamwork and committed to building a world-class customer experience
• Willingness to travel up to 5%
• Bachelors of Arts or Bachelor of Science degree

#LI-AL1 The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. 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. Apply for this job