Job Description
About us:
We are an upbeat and disruptive business that takes great pride in what we do, and the impact we have on businesses. We also care tremendously about the way our employees feel about us. It's why they love to work here - check out Glassdoor and see for yourself!
We are a recognised leader in the customer engagement space, we’re growing at over 30% YoY, and our solution set continues to evolve, allowing us to support the most disruptive, complex and challenging businesses in LATAM.
Job Overview:
We're looking for a senior-level Customer Success individual to join our all-star team as our next Customer Success Executive (CSE). This role is to manage our LATAM customers. As our CSE you will own a portfolio of our most strategic/ global accounts. You will advise and guide your customers on best in class practices as they map any number of their business needs to Zendesk. You are the face of zen - genuinely compassionate, strategic-minded, organized and dedicated.
Fulfilling this role means you are entrusted with the relationships, long-term strategy, sharing business road-maps, and product health of your accounts. You will use your creativity to craft extraordinary customer experiences. Above all, you are someone who is extremely passionate, client obsessed, and love navigating within complex organisational structures partnering with advocates to make Zendesk the common thread that transforms their business.
Responsibilities:
Drive commercial and technical success for your customers from their investment in Zendesk products and services
Collaborate with your peers in Customer Success, Sales, Support, Product, and throughout Zendesk to ensure our customers are getting the ROI out of the Zendesk platform
Work with our awesome Sales Executives to make sure customers have the Zendesk resources they need
Maintain product expertise across the Zendesk product line
Produce quality decks on at least a quarterly basis to showcase customer growth, trends, and product/ industry maturity
Respond to high profile, high-impact customer issues in a fashion that inspires confidence and continued customer loyalty
Coach new Customer Success team members on Zendesk’s own customer service program
Relevant backgrounds (bonus if you have both):
Experience managing an enterprise book of business or related experience caring for and advising a set of strategic clients
Experience leading a world-class customer care team and driving strategic initiatives for a global Contact Center
Items we are looking for in your CV and will be assessing you on include:
8+ years of Customer Success or related consulting experience providing strategic business advice to enterprise/ global customers
Fluent Spanish and English language skills (business level; written and verbal)
Background of working at similar SaaS/ technology companies or consultancy businesses specialising in tech/ digital transformations
Experienced in articulating the business value of implementing specific products and its functionality
Change management/ business transformation; proven experience in driving CX centred business transformation initiatives within your customer portfolio
Ability to navigate across complex customer organisations crafting solid relationships with C-Level, senior management, and other key decision makers and influencers
Passionate about how customer service can transform a business
Love for teamwork and dedication to building a world-class, enterprise-class global customer experience together
Knowledge of common Customer Experience solutions (including but not limited to WFM, Messaging, QA, etc.)
Experience with Zendesk or similar platforms (e.g. Salesforce, ServiceNow, BI tools) a HUGE plus
Empathy and a special ability to understand customer needs
Excellent executive-level communication skills both written and verbal
Willing and able to travel up to 25%
University degree or equivalent
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.
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