Customer Success, Partner Accounts

Date Posted: 30+ days ago
Salary:
Remote

Job Description

Our Customer Success team advises and guides our wide array of customers, ensuring they are continually driving business value from Zendesk. The team here are the face of the house of Zen(desk) - genuinely conscientious, strategic-minded, organised, humble and always listening. We are passionate about working with large customers to make Zendesk the common thread that transforms their business.

Fulfilling this role means you are entrusted with the relationships, strategy, and account health for a portfolio of Zendesk’s strategic BPO partners and their end-customers. As a trusted advisor, you will understand BPO business, overarching strategy and objectives and recommend how Zendesk can be efficiently applied to support the partner’s present and strategic direction as well as support their end-customers in achieving business goals. You will build and maintain trustful relationships with your partner’s and, where appropriate, their end-customer’s strategic and operational partners.

You will:
  • Run a book of business of Zendesk BPO partners, EMEA & Global, to ensure they are driving value with the Zendesk platform as part of their end-customer service solution
  • Build knowledge of the BPO industry and act as an internal SME when it comes to BPO success; develop playbooks, influence strategy and processes, retain and grow BPO business
  • Maintain product expertise of all the solutions Zendesk offers
  • Engage with partner BPOs to influence retention of their business and accelerate net expansion of Zendesk into their customer base by identifying initiatives that will drive more value out of their investment
  • Prepare and present Partner QBRs to showcase growth, trends and to demonstrate value to partners as well as to deliver recommendations to support continuous improvement in achieving their end-customers strategic goals
  • Engage in joined Zendesk & BPO customer QBRs for high ARR end-customers where appropriate
  • Assess the health of your BPO portfolio and be able to forecast churn & contraction risks and growth
  • Handle relationships with senior and operational stakeholders in partner BPOs both regionally (EMEA) and globally (AMER)
  • Support account plans & strategies around risk mitigation
  • Respond to high profile, high-impact customer/partner issues in a fashion that encourages confidence and continued customer dedication
Your typical day includes:
  • Working with your partners to understand their business strategy, needs, how they currently use Zendesk and how improvements in their implementation can help them achieve their business goals
  • Collaborating with your peers in Customer Success, Product, Support, and throughout Zendesk advocating on behalf of your partners.
  • Accurately forecasting churn & contraction risk and growth opportunities for EMEA and AMER business as applicable to global BPO business
  • Working with our marketing team to develop and share successful customer stories
  • Sharing customer feedback across our organization to improve Zendesk’s solutions
  • You will need to work with customers in EMEA (70% of your time) and AMER timezones (30% of your time).
You are:
  • Highly consultative and strategic with savvy business sense
  • Able to navigate complexity in business scenarios, partner relationships and conflicting business priorities
  • Experienced working with multiple business partners and teams
  • Passionate about customer success service and how it can transform businesses
  • Keen on technology with confirmed technical aptitude; experience at a technology company, relevant consultancy or a BPO is ideal
  • Organised, professional and (hopefully) quick-witted
You have:
  • The ability to engage in strategic conversations with senior leaders to develop influence and inspire change
  • Account management or related experience caring for and advising customers or clients
  • Emotional intelligence and an outstanding ability to understand, differentiate and speak to both customer and partner needs
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Strong project management skills and an ability to multitask without getting frazzled
  • A love for collaboration and commitment to building a premier, enterprise-level global customer experience together
  • Degree or equivalent working experience
Desired:
  • Experience with BPO industry
  • Consulting background, sales or similar experience at the enterprise level
  • Customer Service industry experience
  • Formal technical support experience; help desk experience ideal
  • Professional project management experience
  • Knowledge of common help desk/ticketing solutions
  • Confidence in discussing technical frameworks, eg. APIs

About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to benefits@zendesk.com with your specific accommodation request.


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.

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Job Detail

  • Job Id
    1b9fb997a321e0bc
  • Location
    Remote
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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