Contact Center Success Specialist

Job not on LinkedIn

🔥 1 minute ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

💼 Consulting

📣 Marketing

📦 Logistics

💰 Grant on 2019-09

Consulting • Marketing • Logistics

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• Help customers rapidly achieve business outcomes through Zendesk’s Contact Center capabilities • Drive adoption, optimization, and measurable value from Zendesk Contact Center products • Help customers transform contact center operations, realize ROI, and build long-term relationships supporting retention and growth • Advise executives, operations leaders, administrators, and IT teams • Implement and optimize routing, inbound and outbound call strategies, IVR, automated experiences, call center wallboards and analytics, Co-pilot, and Voice AI • Lead workshops, best-practice sharing, success planning, and health checks • Serve as the Contact Center specialist aligned with broader CSM account teams • Partner with Professional Services during onboarding to define requirements and objectives and minimize time-to-value • Surface customer insights and feedback to Product, Engineering, and GTM teams • Connect product adoption to outcomes using benchmarking, data storytelling, and quantified ROI • Collaborate with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth • Prepare and deliver Quarterly Business Reviews focused on Contact Center value and ROI

🎯 Requirements

• 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms • Deep understanding of contact center operations and KPIs, including AHT, FCR, CSAT, occupancy, and cost-to-serve • Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology • Strong consultative and advisory skills • Ability to engage credibly with CX executives, service operations leaders, and technical administrators • Ability to explain and demonstrate the business value of CCaaS to technical and non-technical stakeholders • Strong interpersonal and influencing skills across levels and functions • Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools such as Gainsight • Knowledge of AWS technologies and Amazon Connect viewed favorably • Bachelor’s degree in business, information systems, or a related field preferred

🏖️ Benefits

• Fully Flexible remote work arrangement • Flexible remote work for part of the week under Zendesk’s hybrid way of working • Inclusive workplace experience • Reasonable accommodations for applicants with disabilities and disabled veterans