Customer Success Specialist

Job Description

This is a Customer Success role for the **Zendesk AI Agent (Ultimate)** product for Asia-Pacific, including the Greater China Region.

Ultimate was acquired by Zendesk in March 2024, and we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents for CX.

**What you'll get to do**:

- Own an APAC-based portfolio of 10 - 20 customers across all segments, and as their main point of contact, help them achieve their strategic CX automation goals while realising significant value using Ultimate.
- Be a product expert and develop a comprehensive understanding of how Ultimate can be used to create value for support teams and in our partner CRMs.
- Engage in customer onboarding by helping to define project scope and minimizing time-to-value.
- Build strong customer relationships and keep engagement high through committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to secure renewal.
- Stay up-to-date on new features and accelerate product adoption by working closely with frontline support teams, reviewing their solutions and providing proactive training and best practices.
- Work cross-functionally and build strong relationships with Professional Services, Sales and Product Management, and be responsible for securing resources to realise our customers’ objectives.
- Provide regular reporting on automation, product adoption, and account health KPIs. Identify risk early and develop strategies to mitigate.
- Lead quarterly business reviews with customers to align realised value with executive stakeholders and unlock expansion opportunities.
- Uncover expansion opportunities across new channels, markets, brands, and use cases and support Account Executives in closing them. Know your customers’ contracts and when changes to an existing contract are necessary.

**What you bring to the role**:

- You have 2 - 3 years experience in Customer Success working in conversational automation SaaS companies.
- You have a successful track-record of managing customers in every business segment (SMB, Commercial, Enterprise etc.) with complex technical solutions and multiple stakeholders, in a high-touch B2B environment.
- You’re a product expert with an aptitude for understanding CX technology products and their features, integrations, capabilities & best practices help your customers achieve their goals.
- Technical problems excite you. You regularly liaise with technical teams, both internally and externally. You can troubleshoot technical challenges (i.e. product, CRM integrations, APIs) and collaborate with Product to implement solutions.
- You are a natural advisor and value partner. You are laser-focused on customers' goals and enjoy defining, presenting, and executing mutual success plans to achieve objectives and drive ROI.
- You are analytical and measure value via a data-oriented approach, including continuous monitoring of account health and ROI to identify churn risk and capitalize on revenue opportunities.
- You have working knowledge of and can navigate a diverse range of business technology platforms, such as Zendesk, Sunshine Conversations, Google Workspace, Salesforce, Slack, Lark, Gainsight, JIRA, Postman.
- You have a track record of implementing successful chatbots for business that can automatically resolve user inquiries.
- You have experience working with Generative AI tools and are comfortable writing instructional prompts.
- You have an understanding of API integrations and JSON; you are able to look at a HTTP Request and conceptually understand what it is for.
- Bilingual proficiency in English and Mandarin is preferred, as you will work mainly with customers in the Greater China region. Bonus if you speak and write any other Asian language.

**We Measure Success Through**
- Retention Rate
- Expansion Rate/ARR Growth Rate
- Time to First Value
- NPS

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: 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.

**The intelligent heart of customer experience**
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