Customer Success Executive - Q3

Location:Greater London
Job Type:Full Time

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 50% YoY, and our solution set continues to evolve, allowing us to support the most disruptive, complex and challenging businesses in EMEA.

Job Overview:

We're looking for a Principal/ Senior-level Customer Success individual to join our all-star team as our next Customer Success Executive (CSE). 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, metric-driven, and love navigating within complex organisational structures partnering with advocates to make Zendesk the common thread that transforms their business.

You will:

  • 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

You been there, and done one or both of these:

  • Managed an enterprise book of business or have related experience caring for and advising a set of strategic clients

  • Lead a world-class customer care team and drove strategic initiatives for a global Contact Center

You have:

  • 8+ years of Customer Success or related consulting experience providing strategic business advice to enterprise/ global customers

  • A background of working at similar SaaS/ technology companies or consultancy businesses specialising in tech/ digital transformations

  • Plenty of experience in articulating the business value of implementing specific products and their functionality

  • Change management/ business transformation; proven experience in driving CX centred business transformation initiatives within your customer portfolio

  • The ability to navigate across complex customer organisations crafting solid relationships with C-Level, senior management, and other key decision-makers and influencers

  • Passion for 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

  • The willingness and ability to travel up to 25%

  • A university degree or equivalent work experience

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.