customer success ExecutiveZendesk

Job Description
We are currently looking for an exceptional Customer Success Executive (CSE) to join our APAC team. As our CSE, you will own a portfolio of our most strategic accounts across Asia.
We ensure customers are optimised and scaling effortlessly through different programs, all focused on driving business and technical value to retain and grow our customers. A key fixture of our Success team is the work our CSEs do to understand a customer's business, overarching strategy, and objectives, and how they use Zendesk. CSEs work creatively to provide solutions to challenges and ultimately help their customers to innovate and transform using Zendesk.
Fulfilling this role means you are entrusted with the relationships, long-term strategy, sharing business road-maps, and product health of your accounts. You will use your creativity to craft extraordinary customer experiences. Above all, you are someone who is extremely passionate and customer-obsessed.
Responsibilities
Manage a book of business with the primary goal of retaining our customers and identifying transformative support solutions across customers' business
Identification of risk and development of mitigation plans to eliminate or reduce the risk of churn or contraction
Collaborate with your peers in Customer Success, Sales, Support, Product, and throughout Zendesk to ensure our customers are getting ROI from their Zendesk platform
Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective
Consult with support leaders across various industries to bring together their business problems and work together on solutions to meet and exceed expectations
Partner with creative, fast-growing customers to optimise and transform support strategies
Conduct virtual and face to face meetings, workshops, discovery sessions, and executive business reviews in alignment with the Customer Success methodology
Maintain a high level of integrity, empathy with an eye for business across multiple customers at one time, connecting trends and themes as you go
Perform issue identification, communication, and resolution for moderately complex issues
Maintain product expertise across the Zendesk product line
Characteristics
Energized by working collaboratively to evolve and optimise customer experience
Love for teamwork and the ability to work across different internal groups to improve our customers' experience
Proven ability to develop relationships quickly
Ability to manage several projects and customers at one time
Relevant background (bonus if you have both):
Experience managing an enterprise book of business or related experience caring for and advising a set of strategic clients
Experience leading a world-class customer support team and driving strategic initiatives for a global Contact Center or similar shared services organisation
Requirements
10+ years of Customer Success or related consulting experience providing strategic business advice to enterprise/ global customers
Background of working at similar SaaS/ technology companies or consultancy businesses specialising in tech/ digital transformations
Ability to navigate across complex customer organisations crafting solid relationships with C-Level, senior management, and other key decision-makers and influencers
Professional consulting experience, ideally in a customer-facing role
Deep understanding of customer support process and infrastructure or Customer Experience solutions (including but not limited to WFM, Messaging, QA, etc.)
Strong project management or organisational skills and an ability to effectively prioritise to get the job done
Strong communication, social skills, and eloquent writing skills
Empathy and an unrivaled ability to understand customer needs
Passionate about customer experience and how it can transform businesses
Experience with Zendesk or similar platforms (e.g. Salesforce, ServiceNow, BI tools)
University degree or equivalent
At Zendesk, we believe that every great customer relationship stems from a conversation. So we built a customer service software company that designs solutions to foster better customer relationships. From large enterprises to startups, powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. 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.
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