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Customer Success Consultant

JOB DESCRIPTION

Job Description

Our Customer Success team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. We are genuinely compassionate, patient, organised and don't forget to bring our personalities to the office. We help our enterprise customers to understand their ROI once they start using Zendesk, coming alongside them to use, see, learn, and believe that our best customers experiences are built with Zendesk. We also get into how Zendesk can impact their business and help them achieve their goals. Customer Success Consultants here are considered experience-makers for our customers, we are passionate about making communication easy through the highest level of customer service, knowing it can transform a business relationship.

You will:

  • Understand customers objectives with Zendesk and ensure that their setup and workflows are helping them achieve these goals

  • Maintain product expertise of all the solutions Zendesk offer

  • Evaluate the status of new customer activations and progress (Red, Yellow, Green) and propose solutions to different use-cases (such as a Client Services engagement, Zen U's (bootcamps), Help Centre resources, Self-service Education)

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

  • Contribute well-written industry user cases and product best practices to the Success practice program

  • Identify common customer challenges and work with the team to willfully address them through a variety of mediums and channels

  • Collaborate in establishing world-class customer service policies, processes and standards

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

  • 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:

  • Collaborating with your peers in Customer Success, Sales, Product, Support, and throughout Zendesk

  • Have meaningful engagements with customers to ensure they are successful with Zendesk: these could be strategic account reviews, sessions on specific features or best practices or KPI discussions

  • Answering customer questions and addressing issues using our own Zendesk instance

  • Sharing customer feedback across our organization to improve the Zendesk product

  • ?

    You have:

  • Empathy and an outstanding ability to understand customer needs

  • Professional project or portfolio management experience

  • Formal technical support experience; helpdesk experience ideal

  • Knowledge of common help desk/ticketing solutions

  • Confidence in discussing technical frameworks, eg. APIs

  • Experience with the Zendesk Suite and the wider ecosystem of applications eg. Salesforce, Smooch, Slack is a plus

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

  • 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

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

  • Degree or equivalent working experience

  • Proficiency in English and an additional European language is a bonus (German, Dutch or a Nordic language)


  • Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. 

    More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk  has operations in the United States, Europe, Asia, Australia, and South America.


    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 fosterdiversity & inclusionin 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.


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