Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
About the role
- Customer Success Manager enhancing customer experience with Zendesk solutions across organizations. Delivering outcome-driven engagement to ensure customer value realization and relationship growth.
Responsibilities
- Proactive customer health management through intentional, outcome-driven customer engagement
- Product adoption acceleration and customer value realization
- Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
- Delivering a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — from onboarding, to success planning, to adoption roadmaps, to recurring outcome-driven engagement, to customer value and outcome realization.
- Driving, enabling and removing obstacles to adoption of Zendesk’s product suite, providing prescriptive best practices, resources, expertise and continuously linking customer adoption to quantified/qualified customer value & business outcomes.
- Tirelessly advocating for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team
- Delivering a heightened customer experience through proactive engagement and communication with the customer , both written and verbal.
- Forging tight relationships with the rest of the Zendesk customer account team — including sales, customer support, professional services, renewals, and marketing.
- Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
- Understand all aspects of overall customer health and know how to proactively manage health – taking into factors such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
- Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer’s overall health.
Requirements
- Must have a minimum of 5+ years of related experience in Customer Success / Experience
- Fluency in Spanish or German, able to communicate professionally in one of these languages
- Ability to communicate professionally in English
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
- Track record of learning new technology/software solutions and linking software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers
- Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus
- Ability to explain and demonstrate the value of AI to both technical and non-technical stakeholder
- Proven ability to multi-task and perform program/project management activities to ensure multiple customers are progressing against success plans and outcomes.
- Strong interpersonal skills, with the ability to influence at multiple levels (e.g., CXO to Director to Administrator) across the customer’s organization and across multiple functions (e.g., Sales, Professional Services, Customer Support, Product Management and Engineering) within Zendesk
- Bachelor degree in computer science, information sciences & technology, engineering or business
- Ability to do foundational quantitative analysis and basic churn forecasting
- Previous experience leveraging leading customer success tools (e.g., Gainsight, etc.) as an integral part of a daily routine engaging with your customers.
Benefits
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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