Zendesk

About Zendesk

Our Customer Success team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. We ensure customers are optimised and scaling effortlessly through impactful engagements, all focused on driving business and technical value. We work to understand a customer’s business, creatively provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk. A leader within our Success organisation is genuinely compassionate, strategic-minded, charismatic, organised and dedicated. They believe that a customer’s experience (CX) is the common thread to transform a business and have a unique ability to instil that knowledge and interest into their colleagues and team. The ideal candidate has deep experience and interest in current and evolving customer support trends. Reporting into the Senior Director, APAC Success, fulfilling this role means you will help set and execute against our Customer Success strategy for India. You will ensure that the goals of your team and the clients they work with, align to the overall Zendesk Go-To-Market strategy. Ultimately, you and your team will be responsible for driving consultative experiences, partnerships, and product health for Zendesk’s top India clients in order to reduce churn and lead to expansion. What do you bring to this role: Deep experience in building and running Customer Success, Consulting, Professional Services, Account Management or similar function in APAC region, at scale Direct experience with India market and customers Understanding of fast-paced SaaS markets and customers that span from start-up, SMB, hypergrowth, and mature enterprise in category Highly consultative and strategic with savvy business acumen Experience and passion in the customer service or CX space Effective working with multiple teams and C-level executives Skilled manager - able to connect with both technical and sales people to achieve a common goal Organised, professional and (hopefully) quick-witted Demonstrated impact on and passion for enterprise customer relationships Responsibilities: Plan and direct all aspects of the India Success organisation. Including but not limited to account strategies, objectives, and initiatives in alignment with the Zendesk Customer Success organisation and methodologies Manage India Customer Success from a portfolio and business growth perspective as well as a growing team of Customer Success Executives, Consultants, and industry experts Partner with WW Customer Experience leadership to align and expand on global strategy Partner with the Senior Director of APAC to align on delivery of post-sale experience in a way that meets and exceeds measures Flex between enterprise methodologies and emerging market tactics to elevate the region and set an example for other leaders within the business Drive Zendesk Customer Success methodology at top customer accounts to prove value and earn retention/renewal Grow India Success team and strategy across different regions and markets Manage, hire, and develop a team of Customer Service and technology experts who have deep industry and technical experience Manage clear and quality-driven deliverables on a quarterly basis that showcase customer growth, trends, retention, and product/industry maturity Work with Enterprise Sales Executives on account plans, gap analysis and strategy to make sure customers have the Zendesk resources they need Respond to high profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty Co-chair renewal calls bi-weekly and manage action items where appropriate Create and seek out professional development opportunities for the team Partner with PMO to develop and drive operational changes to support the scalability of the Success program Achieve period-over-period improvement in customer retention and growth Active participation within the Zendesk Customer Experience leadership team, contributing to planning, positioning, and definition of the India Success business Requirements: Excellent cross-continent communication, interpersonal skills, and eloquent writing skills Empathy and a unique ability to understand customer needs Enthusiastic about technology with demonstrated aptitude; experience at a technology company or relevant consultancy ideal Passionate about customer service and how it can transform businesses At least 5-7 years of management experience Excellent at aligning to the varied business needs of the India subregions Ability to drive strategic conversations and inspire excellent customer experiences in multiple regions simultaneously Resource planning including account alignment, planning, and hiring plans Budget preparation, presentation and revisions Demonstrated record of using success and services to drive sales and more importantly, customer experience, forward in an innovative and repeatable way History of hiring experienced, articulate, and exceptional talent Excellent instincts and proven ability to interface at a senior level with ease Bachelor’s Degree, MBA preferred Willing and able to travel domestically/internationally (40-50%) Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. 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. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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Company Info

Legal Form: GmbH

Company Type: Private

Company Size: 5001 - 10000

Revenue: 1 - 5 billion (USD)

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Job Ads found: 5232

Job Ads per Month: 106.8

Hiring Locations: 59

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