Customer Success Consultant - DACH Market

　　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 compassionate, 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 large portfolio of Zendesks most strategic accounts across the DACh region as required. As a trusted advisor, you will understand your customers business, overarching strategy and objectives and recommend how Zendesk can be optimally applied to support the customers present and future strategy. You will build and maintain trustful relationships with your customers' strategic and operational stakeholders. You will be driving business value derived from Zendesk across your portfolio.

　　You will:

　　Manage a book of business with the primary goal of retaining our customers by identifying initiatives that will drive more value out of their investmentCommunicate eloquently and regularly with admins and senior stakeholdersProduce and deliver quality presentations to showcase customer growth, trends and demonstrate the value they are getting from Zendesk as well as deliver recommendations to support your customer's strategic goalsAssess the health of your portfolio of customers and be able to forecast their growthMaintain product expertise of all the solutions Zendesk offerHelp our customers to articulate the benefits they are looking to get from Zendesk, and to help them keep track of their performance.Dig into data from the Zendesk data warehouse to draw conclusions and make our customers even more successfulWork with our sales executives and renewal managers on your portfolio of accountsRespond to high profile, high-impact customer issues in a fashion that inspires confidence and continued customer loyaltyCoach new team members on Zendesks own customer success program

　　Your typical day includes:

　　Working with your customers to understand their business strategy, needs and understand how they currently use Zendesk and how improvements in their implementation can help them achieve their business goalsCollaborating with your peers in Customer Success, Sales, Product, Support, and throughout Zendesk advocating on behalf of your customerWorking with our marketing team to develop and share successful customer storiesSharing customer feedback across our organization to improve Zendesks solutions

　　You are:

　　Highly consultative and strategic with savvy business senseExperienced working with multiple business partners and teamsPassionate about customer success and how it can transform businessesOrganised, professional and (hopefully) quick-wittedKeen on technology with confirmed technical aptitude; experience at a technology company or relevant consultancy is ideal

　　You have:

　　Strong project management skills and an ability to multitask without getting frazzledAccount management or related experience caring for and advising customers or clientsEmpathy and an outstanding ability to understand customer needsExcellent communication, interpersonal skills, and eloquent writing skillsA commercial mindset and a high level of business acumenThe ability to engage in strategic conversations with senior leadersA love for teamwork and commitment to building a world-class, enterprise-level global customer experience togetherDegree or equivalent working experienceProficiency in English and German at mother tongue level

　　Desired:

　　Consulting background, sales or similar experience at the enterprise levelCustomer Service industry experienceFormal technical support experience; help desk experience idealProfessional project management experienceKnowledge of common help desk/ticketing solutionsConfidence in discussing technical frameworks, eg. APIs

　　The intelligent heart of customer experience

　　Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

　　Zendesk is an equal opportunity employer, and were 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 [email protected] with your specific accommodation request.