Customer Success Executive (Partner)

Remote from
Job type
Full Time,
Opening date
Closing date
26 May 2022
Views
457

Partners are key to Zendesk growth; we’re looking to innovate and scale our partner model for customer success, creating the infrastructure to ensure that partners are managing a sustainable Book of Business that drives recurring revenue, maximizing customer retention and growth.

This role will work with our largest Partners to ensure they are fully enabled to drive customer success for our shared customers and held accountable to the outcomes and business results to improve retention and growth in these accounts.

The ideal candidate has a passion for coaching and developing capability in a growing Partner Network and to help them articulate the business value Zendesk is providing. This candidate is an expert-level CSM and has a solid understanding of how to manage a book of business within a SaaS environment. Mentoring and coaching should also be a big area of interest for you, with the capability to deliver timely and effective feedback to partners.

Successful execution of the role will be measured by a reduction in Partner Churn and Contraction, an increase in the accuracy of retention forecasts and the expansion of the Partner Book of Business.

Main Tasks:

Delivery of the Partner Management Framework, plus the Enablement, Quality Assurance, and Coaching of partners:

  • Be a leader within the Partner eco-system, defining the standard required to manage recurring revenue with a Partner Book of Business in AMER and influencing how Zendesk builds this skill Globally.
  • Evaluating how specific partners are maximizing retention, including the management and reporting of Churn and Contraction risks.
  • Identify areas of improvement in customer experience, processes, efficiency, etc. when it comes to the Partner Success Methodology for the assigned region, and provide recommendations to the Partners.
  • Provide regular feedback and reviews with Partners in the region, provide coaching and support on how to manage individual books of business
  • Provide clear and actionable feedback (CSAT feedback, anecdotal) to Partners on a regular basis, including the management of escalations from unhappy to customers, prioritizing by partner tier and BoB ARR.
  • Manage Churn and Contraction risks through an ‘Account Health’ process, working with the ZD partner team and partners to identify corrective action needed to manage risk.

Required Skills / Experience:

  • Management of the account management function of a partner eco system
  • Experience in managing a fast growing, multimillion dollar Book of Business in a SaaS environment.
  • Experience of process definition and the creation of standards, along with the required reports and dashboards to monitor compliance.
  • Ability to analyze data to identify trends and to suggest improvements to the process.
  • Zendesk Product expertise, evidenced by Admin Certification or equivalent experience.
  • Proven ability to mentor, coach, and grow team members
  • Excellent communication, interpersonal skills, and writing skills
  • Passionate about working to grow our Partner network

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FAQ

What position is Zendesk hiring for?

Zendesk is hiring a remote Customer Success Executive (Partner) from

What type of employment does Zendesk offer?

This is a Full Time role.