Mid-Market Customer Success Manager
Harvey
Job Level
Mid-LevelSenior
About the role
- Be the first responders for all queries from customers related to Zendesk’s multi-product platform.
- Own the customer experience; help customers figure out what they need and guide them to resolution with the least customer effort possible.
- Respond predominantly in-the-moment via live Chat, and also via email and phone.
- Collaborate with colleagues at all levels across the organization; utilize swarming when needed.
- Educate and empower customers to become better Zendesk users and act as Zendesk's ambassador internally.
- Drive product change and improvement through continuous feedback and exposure to projects that enhance the Zendesk platform.
- Contribute to customer retention and expansion through best-in-class support.
Requirements
- 4 to 6 years of experience at doing phone, email and live chat support in a Technical Support role (ideally, Software/SaaS products).
- Working experience with JavaScript, APIs, integrations, Help Centre/knowledge bases, web widgets, SDKs, analytics and logs searches.
- Ability to work with conflicting priorities by taking initiative and prioritising accordingly.
- An understanding of the Enterprise and SMB landscape; be consultative and optimize the customer experience for these segments.
- Comfortable building relationships with a diverse and global customer base across multiple communication channels.
- Ability to work independently and prioritize workload while collaborating when needed.
- Empathetic and confident to take charge and control the customer journey to resolve issues.
- Strong analytical ability to explain complex technical issues simply.
- Confident communication skills and passion for elevating customer and colleague experience.
- Must attend local office for part of the week (hybrid/team-level schedule determined by hiring manager).
