SCALED CUSTOMER SUCCESS MANAGER
As a Customer Success Manager in the Global Scaled Customer Success organization, your responsibility is to work with agility across different sizes and segments of customers, delivering 1:1 engagements through comprehensive Discovery and expert Recommendations, facilitating 1:Many webinar events, and scaled campaigns. Our goal is to ensure our customers are deriving value, are optimized for success, and are happily growing with Zendesk for the long term.
A day in the life of a Scaled CSM:
Working across a large cohort of different types of customers. One day you may be helping a small Retail customer optimize their CX Messaging and the next you’re delivering a recommendation to a larger Enterprise organization
You’ll work cross functionally with Zendesk Advocacy/Support, Sales, Renewals, Professional Services and more.
You’ll leverage data and insights to shape your approach, inform your discovery, and bolster your recommendations
You’ll help forecast and mitigate risk, ensuring growth, and drive customer satisfaction
As a group, we host weekly online events that let customers get to know us while they learn alongside their peers.
We produce short videos that convey intricate concepts in an easily digestible way.
We build outreach campaigns - usually via email & video - that entice customers to engage with us and realize the value of our partnership.
The Scaled team is committed to continuous improvement, testing and iterating, and seeking innovative ways to work efficiently and to deliver the best customer experience possible. We’re a global team with members in AMER, EMEA, APAC and LATAM. We value hard work, candor, commitment to one another and our customers, and desire to learn and grow.
Experience:You have experience working in Customer Success, Sales/Presales, IT consultant, Customer support, IT trainer, Technical Account Manager or other customer-facing roles for at least 8-12 years.
You have experience identifying business objectives and mapping solutions, in a thorough, compelling but crisp manner
You’re dynamic and agile. You want a landscape that challenges you and changes shape vs. remains static
You’re data driven and have experience with tools like SFDC, Gainsight, Tableau and Zendesk.
You’re not satisfied with the status quo and you’re driven by continuous improvement and positive customer experiences
SaaS business experience is a plus
Skill to organize (plan, lead and execution) events such as webinar, SNS broadcasting (via Youtube, Facebook etc)
Engage, lead, leverage Zendesk user community
This role is based in Tokyo, Japan and will be responsible for supporting customers throughout Japan. A native level Japanese language proficiency is required while proficiency in English is a plus.
Proficiency in English is a plus but at least be able to read, understand documents in English and be able to translate documents in Japanese.
This is a great opportunity to grow, learn and drive positive experiences for customers.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.
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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.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
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 [email protected] with your specific accommodation request.
