Customer Experience Transformation Specialist

2 semanas atrás


Lisboa, Lisboa, Portugal Zendesk, Inc. Tempo inteiro

We're seeking an experienced Customer Experience Transformation Specialist to join our team at Zendesk, Inc. In this role, you'll work closely with enterprise customers to optimize and grow their use of our products, providing expert guidance on best practices and hands-on assistance.

About the Role:

  • Manage a portfolio of customers, demonstrating ongoing value to minimize churn and contraction across your book of business.
  • Develop and implement customized solutions to meet customer needs, ensuring seamless integration with existing systems and processes.
  • Maintain in-depth product expertise across the Zendesk product line, staying up-to-date on new features and functionality.
  • Collaborate with cross-functional teams to establish world-class customer service policies, processes, and standards.
  • Provide business consultation for customers, capturing business problems and configuring Zendesk solutions to meet and exceed expectations.
  • Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty.

Requirements:

  • 5+ years of professional consulting or customer success experience, ideally in a customer-facing role.
  • Proven track record of delivering exceptional customer experiences, driving customer satisfaction, and minimizing churn.
  • Excellent communication, interpersonal skills, and eloquent writing skills.
  • Fluency in English (both verbal and written) at an advanced level is required.
  • Empathy and a unique ability to understand customer needs.
  • Enthusiasm about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal.
  • Passionate about customer service and how it can transform businesses.
  • Strong project management and relationship management skills, and an ability to multitask without getting frazzled.

About Zendesk:

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. At Zendesk, we believe in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person to connect, collaborate, and learn, while also giving our people the flexibility to work remotely for part of the week. We're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. If you are based in the United States and would like more information about your EEO rights under the law, please click here.



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