Manager, Customer Success

Manager, Customer Success page is loaded

**Manager, Customer Success**:
Locations: Portugal - Lisbon

Time Type: Full time

Posted on: Publié hier

Job Requisition ID: R30374

At Zendesk, we’re dedicated to fostering an environment that nurtures growth, innovation, and meaningful connections with our customers. As we continue to enhance our Global Scaled Customer Success team, we are looking for a passionate Team Manager to lead our entry-level Scaled Customer Success Associates, guiding them as they help customers unlock the full potential of Zendesk's solutions.

The Team Manager for Scaled Customer Success will play a pivotal role in nurturing and developing early-career Customer Success Managers. With a focus on enhancing team performance and ensuring exceptional customer experiences, you will lead a diverse team of associates, providing mentorship, guidance, and strategic direction.

**Key Responsibilities**:

- ** Team Leadership**: Recruit, train, and manage a high-performing team of early-career Customer Success Associates. Foster a culture of collaboration, accountability, and continuous improvement.
- ** Performance Management**: Set performance goals and KPIs for team members, regularly assess performance, provide constructive feedback, and conduct performance reviews.
- ** Coaching and Development**: Deliver individualized coaching and career development opportunities, helping team members enhance their technical and interpersonal skills to succeed in customer-facing roles.
- ** Customer Engagement Strategy**: Collaborate with associates to shape approaches for engaging with a diverse range of customers, ensuring alignment with customer goals.
- ** Cross-Functional Collaboration**: Act as a liaison between the Customer Success team and other departments to enhance the customer experience and ensure seamless handoffs.
- ** Data-Driven Insights**: Utilize analytic tools like Salesforce, Tableau, and Zendesk analytics to monitor team performance, track customer engagement trends, and identify areas for improvement.
- ** Resource Development**: Direct the creation of scalable resources such as best-practice guides, webinars, and educational content to facilitate customer success at scale.
- ** Mentorship and Support**: Leverage your experience to support new associates through mentorship programs, ensuring they have the guidance needed to excel in their roles.
- ** Foster a Growth Mindset**: Create an environment where team members feel empowered to take risks, embrace challenges, and continuously adapt to meet the evolving needs of customers.

**Who You Are**:

- Experience: Minimum of 3 years of experience managing a team, preferably in customer success, sales, or related fields. Experience managing early-career professionals is a plus.
- Communication Skills: Excellent written and verbal communication skills, capable of conveying technical concepts effectively to diverse audiences.
- Proactive Mindset: A self-starter who is poised to take on challenges and adapt to the dynamic nature of the tech industry.
- Customer-Centric Approach: A commitment to understanding customer needs and enhancing their experience through effective team management.
- Tech-Savvy: Interest in new products, software systems, and AI-driven solutions, with a desire to coach others in utilizing these tools effectively.

**This role is based in Lisbon, Portugal with a hybrid work schedule requiring 3-4 days in the office per week.**

**Why Zendesk**:
At Zendesk, you will have the opportunity to lead a team that plays a critical role in shaping customer experiences. You’ll collaborate with a diverse group of talented individuals, gain exposure to cutting-edge technologies, and have a direct impact on our customers' success. If you’re passionate about empowering others and driving results, we’d love to hear from you

**Start Your Journey with Zendesk**:
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.

**About Us**:
**Zendesk** is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

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