Job Description
You will collaborate with your portfolio of customers to manage a backlog of work for optimizing, maintaining, and growing their use of Zendesk products, consulting on best practice strategies, and offering hands-on assistance. You will respond to reactive requests and offer proactive recommendations, ensuring your customers realize ongoing value from their service subscription and see the Managed Services team as an extension of their own.
Responsibilities:
Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business
Manage a backlog of work for your customer portfolio, scoping and prioritizing tasks within the hours available
Maintain product expertise across the Zendesk product line
Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products
Delegate customer requests to colleagues globally while maintaining accountability for quality and timeliness of work
Collaborate in establishing world-class customer service policies, processes and standards
Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
Ability to manage competing priorities effectively across multiple customers, ensuring on-time completion of action items across the customer portfolio
Ability to estimate effort for customer requests and ensure deadlines are met and any delays escalated
Requirements:
Bachelors Degree
5+ years of professional consulting or customer success experience, ideally in a customer-facing role
Good understanding of support process and infrastructure
Excellent instincts and ability to interface at Manager-Level with ease
Excellent communication, interpersonal skills, and eloquent writing skills
Empathy and a unique ability to understand customer needs
Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
Passionate about customer service and how it can transform businesses
Strong project management and relationship management skills, and an ability to multitask without getting frazzled
Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
Ability to communicate effectively in English both verbally and in writing
Willing and able to travel up to 20%
Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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 peopleandplaces@zendesk.com with your specific accommodation request.