Hybrid Customer Success Consultant

at Zendesk

• Job title: Customer Success Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: PLN 174,000 - PLN 260,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Krakow, Poland

About the role

• Managed Services Consultant responsible for supporting and optimizing use of Zendesk products. Collaborating with customers on strategies and ongoing engagement to drive value.

Responsibilities

• Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business whilst handling a backlog of work for your customer portfolio, and prioritizing tasks within the hours available
• Maintain product expertise across the Zendesk product line
• Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products
• Delegate customer requests to colleagues globally while maintaining accountability for the quality and timeliness of work
• Collaborate in establishing premier customer service policies, processes, and standards
• Provide business consultation for customers, assemble the business problem we are solving together, and configure their Zendesk to go above and beyond
• Respond to high-profile, high-impact customer critical issues in a fashion that encourages confidence and continued customer dedication

Requirements

• Previous experience working in Product consulting or within customer success
• Experience in SaaS Consulting
• Fluent in English (written and spoken) and fluency in French or German would be a big plus
• Good understanding of support process and infrastructure
• Excellent instincts and ability to interface at Manager-Level with ease
• Excellent communication, interpersonal skills, and eloquent writing skills
• Empathy and a unique ability to understand customer needs
• Passionate about customer service and how it can transform businesses
• Strong project management and relationship leadership skills, and an ability to multitask without getting frazzled
• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
• Ability to travel internationally 10% of the time
• Enthusiastic about technology with confirmed technical curiosity; experience at a technology company or relevant consultancy idea
• Zendesk knowledge/experience would be a big plus

Benefits

• Hybrid working model
• Digital tools for collaboration
• Flexibility to work from any Zendesk office in Portugal or Poland
• In-office schedule to be determined by hiring manager