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Director, Customer Success Strategy

Company: ZenDesk
Location: San Francisco
Posted on: June 13, 2021

Job Description:

Job Description

Zendesk is searching for a Director of Global Customer Success Strategy. The Director will be a key member of the senior management team, reporting to the VP of Global Customer Success and Renewals.

This Global Customer Success Strategy leader will lead a small team and will be responsible for driving our global customer success practice strategy and playbook across the entire customer lifecycle and for all customer segments. This person will also work cross-organizationally to align a differentiated experience for our enterprise accounts and be accountable for leveraging data/insights to scale our CS engagement to improve retention rates and grow customer lifetime value. The candidate will work closely with Data/Analytics, IT, Sales, Lifecycle Marketing, Product and Advocacy organizations and be able to navigate internal processes, work collaboratively with peer groups, and possess superior communication skills.

As Zendesk continues our rapid growth upmarket, the need to differentiate our GTM, and specific sales motions for global enterprise accounts is becoming increasingly important.

Zendesk is a fast growing SaaS software company with over 170k customers in over 160 countries, providing solutions for customer service, customer communications, customer experience, and CRM. Roughly 25% of Zendesk's business comes from EMEA. Zendesk sits at the heart of the most disruptive companies in the world, companies that have put customer experience and their product at the center of their business models, and continually raise the bar on customer expectations.

Responsibilities:

  • Own and drive execution of strategic initiatives throughout the organization by appointing, leading and influencing cross-functional teams

  • Drive the strategy, design, and execution of the customer success and renewals "playbooks", leveraging data and insights to inform intentional engagement touch-points for each customer segment (high touch, medium touch, low/tech touch) along the customer lifecycle.

  • Establish tight partnerships with Cx to align our CS/Renewals playbooks to plug into the broader GTM playbook framework.

  • Provide key data and system requirements to our IT organization to ensure we are prioritizing the roadmap needed to meet our CS and Renewals goals.

  • Accelerate development of Gainsight implementation to scale our operation, manage our workflow automation, and be the single source of truth for our customer 360 insights and key outcomes.

  • Leverage Gainsight self-serve capabilities to meet global CS and Renewals requirements including reporting/dashboards and the Journey Orchestrator for our pooled low touch practice.

  • Refine customer health scoring; source relevant data points, aggregate insights, and build calls to action and notifications to drive retention and growth strategies.

  • Work collaboratively across the key stakeholders to create a single source of truth adoption maturity curve (flavored by use case, industry, customer outcomes, persona) to align on what successful adoption looks like which will then inform the customer learning path and adoption plan.

  • Assemble a cross-org functional core team (including lifecycle marketing, in-product messaging, Advocacy, training) in designing out an intentional and personalized customer journey and curated learning path, orchestrating the digital and human touch-points (informed by the maturity framework)

  • Build out contacts and persona framework utilizing Salesforce and Gainsight People Maps.

  • Create a content publishing arm leveraging the SME matrix and focused on producing content that serves personalized customer journeys, providing a self-serve experience that will help us scale as well as enable our human outreach leveraging our Knowledge Base to enable richer conversations that help accelerate the customers' progression along the maturity curve

  • Create an enhanced operating model around the CS and Renewals motions to include a set of global practices designed to scale and refine over time while driving consistency across all regions

  • Design a set of best practices that we can measure ourselves against that will allow for increased agility to improve and remediate issues quickly

  • Develop and maintain a high-level understanding of ongoing CX trends in the SAAS marketplace and to maintain our innovative position ahead of peer companies

Requirements:

  • Have 5-10 years of CS strategy and practice experience with extensive analytical and strategic experience

  • Strong Gainsight experience for high, medium, low/tech touch use for a high-growth SAAS CS practice.

  • Ability to influence team members at all levels in the organization

  • Ability to analyze, interpret and capture insights from large amounts of data

  • Ability to multitask, manage multiple priorities, and prioritize appropriately to meet strict deadlines is essential.

  • Ability to drive tasks and projects to completion by seeking appropriate information and/or responsiveness from suitable parties.

  • Must have a collaborative, team-oriented mindset, demonstrate integrity and a commitment to values

About Zendesk - Champions of Customer Service

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. 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.

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 benefits@zendesk.com with your specific accommodation request.

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.

Keywords: ZenDesk, San Francisco , Director, Customer Success Strategy, Other , San Francisco, California

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