Customer Success Manager

The Customer Success Manager German Speaker is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk solutions. It is an exciting customer-facing role that puts you at the forefront of applying cutting-edge customer and employee service platforms and advanced AI to enable our customers to empower, service, and accelerate their end customers’ businesses.The overarching objective of the CSM is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk. This role will work across a customer’s organization, from a CXO-level down to senior customer experience leaders and to the administrators running Zendesk solutions. When our customers realize value and succeed, Zendesk succeeds – and the CSM is a key enabler of our customers’ success and Zendesk’s company growth aspirations.To achieve these goals, the mission of the CSM team will be to:Deliver outcome-driven engagement throughout the customer’s journey using Zendesk solutions – from onboarding, to success planning, through product adoption and value realizationRemove obstacles to product adoption and raise the bar for the overall Zendesk customer experience throughout the customer journeyBe the change agent force that continuously advocates for and on behalf of the customer, providing actionable, customer-driven feedback to the Zendesk ecosystemJOB RESPONSIBILITIESOverarching objectives of the role include the following:Proactive customer health management through intentional, outcome-driven customer engagementProduct adoption acceleration and customer value realizationCultivating, strengthening, and accelerating growth of Zendesk customer relationshipsTo deliver on those three overarching objectives, CSMs will collaborate closely with Zendesk customers and colleagues on the following:Delivering a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — from onboarding, to success planning, to adoption roadmaps, to recurring outcome-driven engagement, to customer value and outcome realization.Driving, enabling, and removing obstacles to adoption of Zendesk’s product suite, providing prescriptive best practices, resources, expertise, and continuously linking customer adoption to quantified/qualified customer value & business outcomes.Tirelessly advocating for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development teamDelivering a heightened customer experience through proactive engagement and communication with the customer, both written and verbal.Forging tight relationships with the rest of the Zendesk customer account team — including sales, customer support, professional services, renewals, and marketing.Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals, and architectsIn addition to core customer-facing responsibilities above, CSMs must also be able to:Understand all aspects of overall customer health and know how to proactively manage health – taking into factors such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS, and customer experience-metricsAbility to learn and understand new software solutions in the customer experience space. Previous experience in the customer experience space ideal.Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer’s overall health.Regular travel to customer locations or site visits is expected for this role at a minimum 40%QUALIFICATIONSBachelor degree in computer science, information sciences & technology, engineering, or businessMinimum of 4+ years of related experience in Customer Success / ExperienceFluency in German and English, able to communicate professionally in both languagesPrevious experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consultingPrevious experience leveraging leading customer success tools (e.g., Gainsight, etc.) as an integral part of a daily routine engaging with your customersTrack record of learning new technology/software solutions and linking software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customersExperience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plusAbility to explain and demonstrate the value of AI to both technical and non-technical stakeholdersProven ability to multi-task and perform program/project management activities to ensure multiple customers are progressing against success plans and outcomes.Strong interpersonal skills, with the ability to influence at multiple levels (e.g., CXO to Director to Administrator) across the customer’s organization and across multiple functions (e.g., Sales, Professional Services, Customer Support, Product Management, and Engineering) within ZendeskAbility to do foundational quantitative analysis and basic churn forecastingHybrid: 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.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.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 peopleandplaces@zendesk.com with your specific accommodation request. #J-18808-Ljbffr