Customer Success Advisor guiding clients through challenges and needs in the online world. Providing technical and customer support while receiving quality onboarding and training.
About the role
- CCaaS Specialist focused on driving customer adoption and success with CCaaS solutions at Zendesk. Partnering across teams to ensure optimum customer experiences and measurable value.
Responsibilities
- Drive Adoption & Outcomes: Be the CCaaS product expert, helping customers implement and optimize capabilities such as routing, inbound and outbound call strategies, IVR and automated experiences, Call Center wallboards and analytics, and AI-infused agent experiences such as co-pilot and VoiceAI.
- Customer Advisory: Lead outcome-driven engagements, including workshops, share best practice, success planning, and health checks.
- Partnership with CSMs: Serve as the CCaaS specialist aligned to the broader CSM account team.
- Onboarding & Enablement: Partner with Professional Services during onboarding to ensure contact center requirements are understood.
- Advocacy & Feedback Loop: Act as the voice of the CCaaS customer internally.
- Value Realization: Connect CCaaS adoption to customer outcomes.
- Cross-Functional Collaboration: Work hand-in-hand with Sales, Renewals, and Services to mitigate risks.
Requirements
- 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS Contact Center or CCaaS platforms
- Deep understanding of contact center operations and KPIs (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve)
- Proven track record of driving adoption of SaaS platforms
- Strong consultative and advisory skills
- Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders
- Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools
- Knowledge of AWS technologies and Amazon Connect would be viewed favorably
- Bachelor’s degree in business, information systems, or a related field preferred
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
- Paid time off
Job title
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Not specified
Degree requirement
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