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Customer Service
Senior Customer Success Manager
@Zendesk Singapore PTE (Singapore)
[Hiring] Senior Customer Success Manager @Zendesk Singapore PTE (Singapore)
Apr 02, 2025 - Zendesk Singapore PTE (Singapore) is hiring a remote Senior Customer Success Manager. 💸 Salary: unspecified. 📍Location: Singapore.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience. Our Senior Customer Success Managers (CSM) consult on a spectrum of Customer Support Experience (CX) and Employee Services Experience (EX) solutions from the Zendesk SaaS suite with a wide array of customers.
- Ensure customers are optimized and scaling easily through impactful engagements.
- Drive customers’ business and technical value.
- Understand customer’s business and work collaboratively to create a Success Plan.
- Deliver measurable ROI and customer results using Zendesk.
- Align to a portfolio of customers within a specific region.
- Responsible for retention, minimizing churn/contraction risk while driving product adoption.
- Identify expansion opportunities to collaborate with Sales.
- Proactively engage with customers at specific points in their lifecycle.
Qualifications
- Passionate about CX, CX strategy, driving transformation & helping businesses achieve their goals.
- Experienced in managing Commercial and Enterprise-level accounts.
- Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking.
- Well-versed in software and subscription services with excellent customer, partner, and market orientation.
- Strong communication/presentation skills, displaying strong leadership and confidence in all levels of customer engagement.
- Ability to understand business requirements and help customers with best practices and the right next action.
- Ability to articulate business value to various stakeholders within customer organizations.
- Possess strong leadership and collaboration skills, and the ability to influence and inspire cross-functional teams.
- Functional knowledge of technology deployment applications and overall Enterprise architecture required.
- Strong analytical skills, including experience with Looker, Tableau, or similar software.
- Self-starter who thrives in both collaborative and autonomous environments.
- Fluency in English and Mandarin language, native or business proficiency.
Requirements
- 8+ years of relevant work experience in customer-facing CX or Operational Leadership roles, Customer Success, Account Management, or strategic consulting roles.
- Previous Customer Service Management is highly regarded.
- Experience in Product Management or technical/business consulting roles.
- Track record of managing up to 20-30 key accounts.
- Previous experience using CRM or Customer Success software such as SFDC and Gainsight.
- Experience working with multiple levels of customer stakeholders.
- Experience in a demanding role that requires strong leadership and high emotional intelligence.
- Proven track record of identifying and collaborating on expansion opportunities with Sales and account teams.
- Proven ability to quickly grasp and explain technological and business concepts.
- Applied domain/technical knowledge of CX solutions and best practices.
- Zendesk knowledge is a bonus.
- Previous experience utilizing Zendesk from a CX/EX perspective is a bonus.
Benefits
- Flexible hybrid working environment.
- Inclusive workplace culture.
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| 📍 | Be aware of the location restriction for this remote position: Singapore |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Singapore
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Singapore |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
