Customer Success Strategy and Operations Manager

Job not on LinkedIn

September 17

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $113k - $169k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Zendesk

WebsiteLinkedInAll Job Openings

SaaS • B2B • Customer Support

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.

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

📋 Description

• Support and deliver assigned CX cohorts and projects focusing on customer health, adoption, and value • Coordinate maintenance of program documentation and provide regular status updates to stakeholders • Develop actionable frameworks, standards, processes and best practices to enable customer success and growth • Lead and execute cross functional transformation initiatives to improve customer health, product adoption, customer value realization, retention and growth • Lead and run recurring cross functional CX delivery excellence programs (global risk programs, regional heal desks, digital success programs, customer journey optimization) • Implement Best Practices by applying established CX standards, playbooks, and best practices to program delivery for enterprise customers • Collaborate closely with Zendesk CX and go-to-market colleagues

🎯 Requirements

• 5+ years experience in CX/GTM delivery, Strategy & Operations or similar. • Customer Success, Professional Services, Renewals and Consulting experience is value adding • Must understand industry best practices in CX service delivery and apply those best practices • Expertise in customer success concepts: segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes • Track record in complex, multi-product enterprise technology firms with global go-to-customer operations • Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs • Financial acumen and ability to do foundational quantitative analysis and forecasting • Strong interpersonal and influencing skills across multiple organization levels • Demonstrated experience in data analysis and reporting; translate complex data into streamlined operations • Proven ability to learn new technology/software and link solutions to customer use cases and product adoption frameworks • Experience with SFDC, Gainsight, Zendesk, Tableau, Looker, Gong, Clair is preferred • Bachelor degree in computer science, information sciences & technology, engineering or business is ideal

🏖️ Benefits

• This position may also be eligible for bonus, benefits, or related incentives. • Hybrid way of working enabling flexibility to work remotely part of the week • Inclusive experience and efforts to foster global diversity, equity, & inclusion • Reasonable accommodations for applicants with disabilities and disabled veterans