As a Portfolio Success Manager I within our Global Scaled Customer Success organization, you will play a pivotal role in ensuring our customers derive maximum value from their investment. By delivering expert recommendations and driving product adoption across a diverse cohort of clients, you directly contribute to Zendesk’s growth, customer retention, and long-term partnership success in the APAC region.
What you’ll be doing
Serve as the primary post-sale point of contact for a large cohort of customers across various segments, from Retail to Enterprise.
Drive increased adoption and utilization of Zendesk products by using in-depth knowledge of client industry and business processes.
Perform comprehensive Discovery and deliver expert Recommendations to help customers achieve specific business results.
Identify opportunities for account expansion, including upselling and cross-selling related products.
Collaborate cross-functionally with Advocacy, Sales, Renewals, and Professional Services to resolve escalations and ensure best practices.
Facilitate webinar events and produce short-form video content to convey intricate product concepts to a peer-learning audience.
Build and execute scaled outreach campaigns via email and video to entice customer engagement and realize partnership value.
Leverage data and insights to forecast and mitigate churn risk while maintaining high levels of customer satisfaction.
What you bring to the role
Customer Centricity: A passion for delivering positive customer experiences and a refusal to settle for the status quo.
Agility: Ability to thrive in a dynamic, fast-paced environment that constantly changes shape.
Analytical Mindset: Data-driven approach to problem-solving with the ability to turn complex data into a compelling narrative.
Communication: Polished presentation skills and the ability to map technical solutions to business objectives in a crisp manner.
Collaboration: A team-player mentality valued for candor, commitment, and a desire to learn and grow within a global team.
What You Bring To The Role
Language Proficiency: Native-level proficiency in Mandarin is required to support the Greater China region and Mandarin-speaking accounts.
Customer Centricity: A passion for delivering positive customer experiences and a refusal to settle for the status quo.
Agility: Ability to thrive in a dynamic, fast-paced environment that constantly changes shape.
Analytical Mindset: Data-driven approach to problem-solving with the ability to turn complex data into a compelling narrative.
Communication: Polished presentation skills and the ability to map technical solutions to business objectives in a crisp manner.
Collaboration: A team-player mentality valued for candor, commitment, and a desire to learn and grow within a global team.
Basic Qualifications
Experience: Minimum of 1 year of related experience in Customer Success, Sales, Support, or other customer-facing roles.
Language: Native-level fluency in Mandarin and professional-level English proficiency.
Technical Aptitude: Experience with CRM and Data tools such as SFDC, Gainsight, Tableau, and the Zendesk platform.
Collaborative Spirit: Experience working within a global, matrixed team environment.
Preferred Qualifications
Education: Bachelor’s degree in Business, Communications, or a related field.
Domain Expertise: Deep knowledge of the SaaS industry and regional business trends within the Greater China market.
Sales Acumen: Experience identifying upselling or cross-selling opportunities during the post-sale lifecycle.
Presentation Skills: Experience hosting webinars or speaking at industry events to large audiences.
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