Accelerate CCaaS adoption and time-to-value through outcome-driven engagement
Act as the subject matter expert and trusted advisor for contact center modernization and CX transformation
Help customers implement and optimize capabilities such as routing, IVR, analytics, Call Center wallboards, and AI-infused agent experiences
Lead outcome-driven engagements including workshops, success planning, and health checks to realize measurable business value
Partner with core CSMs, Professional Services, Sales, Product and other teams to embed CCaaS expertise into account success plans
Serve as the voice of the CCaaS customer internally, surfacing insights and prioritized feedback to influence Product and Engineering and escalating issues
Connect CCaaS adoption to customer outcomes using benchmarking, data storytelling, and quantified ROI to support renewal and expansion
Prepare and deliver Quarterly Business Reviews (QBRs) focused on CCaaS value and ROI
Work cross-functionally to identify opportunities, mitigate risks, and drive retention and growth within the CCaaS customer base
Requirements
5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms
Deep understanding of contact center operations and KPIs (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve)
Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology
Strong consultative and advisory skills; ability to engage credibly with CX executives, service operations leaders, and technical admins
Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders
Strong interpersonal and influencing skills across levels and functions, both within the customer’s organization and internally at Zendesk
Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools (e.g., Gainsight)
Knowledge of AWS technologies and Amazon Connect would be viewed favorably
Bachelor’s degree in business, information systems, or a related field preferred
Benefits
Hybrid work model — flexibility to work remotely part of the week
Office spaces for collaboration, quiet, and events
Inclusive workplace and global diversity, equity & inclusion initiatives
Reasonable accommodations for applicants with disabilities
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