Customer Success Consultant, UKI

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 nearly 40% YoY, and our solution set continues to evolve, allowing us to support the most disruptive, complex and challenging businesses in EMEA. Job overview: Being part of our Customer Success team you will lead conversations, advising and guiding a wide array of enterprise customers on best in class practices helping them map any number of their business needs to Zendesk. You are the commander to ensuring your portfolio of customers are optimised and scaling effortlessly through different programs, all focused on driving business and technical value. A key fixture of our Success team is the work our Success Consultants do to understand a customer’s business, working creatively to provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk.

What you will do:

• Engage with customers in a way that thoughtfully changes their perception of what is possible from both a business and strategic perspective
• Consult with Customer 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
• Partner with forward-thinking and fast-growing customers to optimise and transform customer support strategies
• Conduct virtual meetings, trainings, and knowledge transfer sessions according to Customer Success methodology
• Maintain a high level of integrity, empathy, and business insight across multiple customers at one time, connecting, trends and themes as you go
• Perform issue identification, communication, and resolution for moderately complex issues
• Simultaneously prioritise for the best customer experience and also staying keenly aware of how to drive retention across the entire customer base

What you have:

• 3+ years working in a Customer Success or similar enterprise technology/ SaaS consulting role
• Fluent in English
• Professional strategic consulting experience, ideally in a customer-facing role
• Experience in user adoption, renewals, churn, client retention, CSAT measurement
• Portfolio management experience and risk mitigation
• Deep understanding of support process and infrastructure
• Excellent instincts and ability to interface at User/ Manager/ Head of/ C-Level with ease
• Excellent verbal and written communication skills
• Massively client centric
• Nice to have: Familiarity with or experience using Zendesk solutions

Your characteristics:

• Energised by working collaboratively to evolve and optimise a customer program
• Love collaboration, close partnerships, and the ability to work within different internal groups to improve our customer’s experience
• Proven ability to develop relationships quickly across all levels of different partners
• Ability to juggle concurrent projects and customers at one time

#LI-KG2 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