Portfolio Success Manager
Zendesk
full-time
Posted on:
Location Type: Remote
Location: Singapore
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Job Level
About the role
- Serve as the primary post-sale point of contact for a large cohort of customers across various segments, from Retail to Enterprise.
- Drive increased adoption and utilization of Zendesk products by using in-depth knowledge of client industry and business processes.
- Perform comprehensive Discovery and deliver expert Recommendations to help customers achieve specific business results.
- Identify opportunities for account expansion, including upselling and cross-selling related products.
- Collaborate cross-functionally with Advocacy, Sales, Renewals, and Professional Services to resolve escalations and ensure best practices.
- Facilitate webinar events and produce short-form video content to convey intricate product concepts to a peer-learning audience.
- Build and execute scaled outreach campaigns via email and video to entice customer engagement and realize partnership value.
- Leverage data and insights to forecast and mitigate churn risk while maintaining high levels of customer satisfaction.
Requirements
- Minimum of 1 year of related experience in Customer Success, Sales, Support, or other customer-facing roles.
- Proven experience identifying business objectives and mapping technology solutions to meet those needs.
- Experience resolving a variety of issues by applying company policies and procedures.
- Proficiency with industry-standard tools including Salesforce (SFDC), Gainsight, Tableau, and the Zendesk platform.
- Experience working within a "Scaled" or "One-to-Many" customer success model.
- Demonstrated ability to manage a high volume of accounts or a small-to-medium sized quota/territory.
Benefits
- Professional development opportunities
- Flexible working hours
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successsalessupportupsellingcross-sellingaccount managementdata analysisbusiness process mappingchurn risk mitigationcampaign execution
Soft Skills
communicationcollaborationproblem-solvingcustomer engagementpresentationadaptabilityrelationship buildingstrategic thinkingtime managementpeer learning