Remote Customer Success Specialist Job in United States Zendesk

Who you are

• Experience in Customer Success, Account Management or related roles in a SaaS company
• Experience managing medium and large accounts with complex technical solutions and multiple stakeholders in a high-touch B2B environment
• Aptitude for understanding product features, integrations, capabilities, and best practices to achieve customer goals
• Ability to coach executives and project teams in technical and business contexts
• Analytical skills to measure value via a data-oriented approach and monitor account health and ROI
• Ability to troubleshoot technical challenges (product, CRM integrations, APIs) and collaborate with product teams
• Experience managing Enterprise customers
• Experience working in SAAS

Desirables

• Familiarity with Zendesk CRM
• Experience with technical solutions

What the job involves

• Manage a portfolio of Enterprise customers, acting as their primary contact and helping them achieve strategic goals using the Ultimate platform.
• Build strong customer relationships, create Success Plans, and drive engagement.
• Provide training, stay updated on product features, and work cross-functionally with various teams.
• Provide regular reporting on KPIs, develop business cases, and lead quarterly value workshops.
• Identify expansion opportunities, collaborate with Account Executives, and ensure contract alignment.