Assistant Manager supporting Learning & Talent Development operations and team engagement at Navy Federal. Driving internal communications strategy and managing project delivery for the Communications team.
About the role
- Senior CX Acceleration Manager optimizing customer experiences through Zendesk implementations. Seeking a dynamic candidate to lead discovery sessions and enhance client satisfaction.
Responsibilities
- Establish and nurture strong relationships with both internal and external teams, including Success, Sales, and Services, as well as customers ranging from agents to executives.
- Prioritizing the business and technical requirements of our clients in every decision we make, guaranteeing they gain maximum value from our partnership.
- Conduct in-depth technical assessments focusing on configuration, but also taking into account any integrations, apps, and overall system architecture and implement Zendesk configuration solutions.
- Provide expert consultation and product demonstrations to showcase Zendesk capabilities, aiming to deliver quick wins and optimized use cases for our clients, bringing support where needed.
- Perform internal reviews with account teams as well as a review with the customer’s executive management to close out the engagement with the customer once the work has been completed, focusing on value, customer satisfaction and detailing next steps and recommendations for further work as well as detailing what services Zendesk can provide.
- Coordinate the use of Zendesk resources (AE, CSM, CX Consultants, CX TA, Professional Services, Product Managers) to ensure effective implementation and ongoing client support.
- From our learnings through engaging with customers in this way, partner with account teams, management and enablement teams to drive continuous improvement and global delivery excellence.
Requirements
- Deep knowledge of Zendesk products, with hands-on experience managing Zendesk environments.
- At least 5 years of technical experience in complex customer environments.
- Proven ability to mobilize teams and drive actions that lead to organizational and customer success.
- Expertise in service management, operational support, customer experience management, and business development.
- Experience in external enterprise customer-facing roles as a technical lead, with a strong understanding of system integrations.
- Proficiency in working within a collaborative/matrix environment.
- Exceptional communication and presentation skills, capable of connecting with personnel at all levels, from administrators to CxOs.
- Knowledge of SaaS implementations, customer use cases and logic-based workflows.
- Ability to develop alternative solutions through lateral thinking and technical curiosity.
Benefits
- phenomenal benefits that support both physical and mental wellbeing
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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