Enterprise Customer Success Specialist

Job Description

Please note, this role can be based in Berlin or London. You must have the right to work in Germany or the UK to apply for this position. Unfortunately, we are not able to offer visa sponsorship for this role. 

We are looking for a Berlin or London-based Enterprise Customer Success Specialist to join the Zendesk AI Agent (Ultimate) team! This is a hybrid role and we suggest 1-2 days per week in the office to connect with the team.

This role will focus on Customer Success for the Zendesk AI Agent (Ultimate) product.

Ultimate were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

In this role, you will manage a portfolio of Enterprise customers, serving as their primary contact and helping them achieve strategic goals using the Ultimate platform. You will become a product expert, understanding how Zendesk AI Agents (Ultimate) can create value for your customers.

Specialists will build strong customer relationships, create Success Plans, and drive engagement. You will stay updated on product features, provide training, and work cross-functionally with various teams to secure resources for customer objectives. Regular reporting on KPIs, developing business cases, and leading quarterly value workshops are key responsibilities.

Additionally, you will uncover expansion opportunities, collaborate with Account Executives, and ensure contract alignment. The ideal candidate has experience in Customer Success, a track record with complex B2B accounts, and strong technical and analytical skills.

What you’ll be doing

• Own a portfolio of Enterprise customers, as their single point of contact, help them achieve their strategic goals and realize significant value using the platform.

• Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs. Engage in customer onboarding by helping to define objectives, project scope and minimizing time-to-value.

• Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.

• Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.

• Work cross-functionally and build strong relationships with Product Management, Sales, Implementation, and Customer Engineering and be responsible for securing resources to realize your customers’ objectives.

• Provide regular reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them.

• Build business cases and ROI calculations, leveraging industry benchmarks and best practices, and lead quarterly business value workshops with customers to align realized value with executive stakeholders and unlock expansion across new channels, markets, brands, and use cases.

• Uncover and qualify expansion opportunities and work closely with Account Executives on closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

What you bring to the role 

• Experience in Customer Success, Account Management or related roles in a SaaS company.

• You have a successful track-record of managing medium and large accounts, with complex technical solutions and multiple stakeholders, in a high-touch B2B environment.

• You’re a product expert with an aptitude for understanding how the product and integrating its features, integrations, capabilities & best practices help your customers achieve their goals.

• You are a natural advisor, with experience in coaching executives and project teams in a technical and business context. You enjoy understanding customers’ goals and defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.

• You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.

• You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement fixes.
   

Required Experience:

• Experience in managing Enterprise customers

• Experience working in SAAS

Preferred Experience: 

•  Familiarity with Zendesk CRM  

Tech Stack:

• Salesforce CRM

• Ticket management, ideally in Jira

• Slack

• G-Suite

Success in the role is measured by:

• Retention Rate

• Expansion Rate/ARR Growth Rate

• Time to First Value

• NPS

We like to let you know what to expect, so if shortlisted you will go through the following process:

• Initial call with Talent Partner (15 min)

• Call with the Hiring Manager (30-45 min)

• Challenge Interview Stage (60 min)

• Final Interview with VP of Customer Success (30 min)

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 [email protected] with your specific accommodation request.