ABOUT ZENDESK:

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 INTELLIGENT HEART OF CUSTOMER EXPERIENCE

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.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request

ROLE OVERVIEW:

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, including small retail businesses and larger enterprises, ensuring alignment with customer goals.
• Cross-Functional Collaboration : Act as a liaison between the Customer Success team and other departments, including Sales, Advocacy, and Professional Services, 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.