Operations Manager overseeing operational excellence for Customer Success at Xero. Partnering with leadership and implementing continuous improvement strategies with a focus on AI integration.
About the role
- Proactive customer health management through intentional, outcome-driven customer engagement
- Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization
- Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
- Be a product expert and develop a comprehensive understanding of how Zendesk’s Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM, how Zendesk’s AI Agents complement and interact with other products in Zendesk’s suite
- Deliver a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible —
- Partner with Professional Services by engaging in customer onboarding by helping to define objectives, project scope and minimizing time-to-value.
- Drive, enable and remove obstacles to adoption of Zendesk’s Advanced AI Agents — Keep engagement high through recurring outcome-driven engagement, committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to drive solution sophistication, maximize value and secure renewal
- Tirelessly advocate for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team
- Deliver a heightened customer experience through proactive engagement and communication with the customer , both written and verbal
- Provide prescriptive best practices, resources, expertise and continuously link customer adoption to quantified/qualified customer value & business outcomes
- Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects.
- Forge tight relationships with the rest of the Zendesk customer account team — including customer success, sales, support and professional services
- Provide regular internal reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.
- Uncover and qualify expansion opportunities and work closely with Account Executives on closing them.
- Understand all aspects of overall customer health and know how to proactively manage health –
- 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 and English, able to communicate professionally in both languages
- Previous experience in customer success roles in enterprise technology / SaaS — either customer success management, professional services/consulting or technical account management
- 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
- Ability to explain and demonstrate the business value of AI to both technical and non-technical stakeholders
- 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 is a plus
- Financial acumen and the ability to do foundational quantitative analysis and 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
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
ZC
Customer Success Manager empowering clients in social advertising through training and strategic consultation. Supporting emerging platforms like Snapchat, TikTok, Twitter, and Google for global clientele.
OP
Senior Customer Success Manager managing complex Federal customer accounts and driving technology adoption at Casepoint. Developing strategies for retention and value realization across diverse stakeholder groups.
KU
Client Success Manager at KUBRA leveraging innovative products to enhance customer satisfaction and drive business growth. Engaging with clients to manage relationships and deliver exceptional value.
PO
PointrCustomer Success Lead
Lead Customer Success for Pointr's innovative indoor mapping solutions. Drive client satisfaction and team performance by shaping success strategies across multiple accounts and industries.
VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
GP
Grupo PanvelSenior CRM Analyst
Senior CRM Analyst understanding consumer needs for Hygiene and Beauty products. Managing and executing CRM communications and customer journeys within Salesforce Marketing Cloud.
PE
PeripassCustomer Success Manager
Customer Success Manager driving client success and upselling for logistics SaaS scale - up Peripass. Engaging with customers to maximize investment returns and enhancing the customer journey.
Data Analyst specializing in CRM focusing on strategic data segmentation and collaboration across teams at Omie, a technology company.
AD
AdtailMid-level CRM Analyst
Analista de CRM role at Adtail, a digital marketing agency enhancing customer interaction and satisfaction. Responsible for data analysis and customer onboarding strategies to improve performance.