Portfolio Success Manager I at Zendesk

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

07 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer success, Account management, SaaS, Salesforce, Gainsight, Tableau, Zendesk, Data analysis, Upselling, Cross-selling, Presentation skills, Communication, Problem-solving, Customer retention, Relationship management, Strategic planning

Industry

Software Development

Description

Job Description As a Portfolio Success Manager I within our Global Scaled Customer Success organization, you will play a pivotal role in ensuring our customers derive maximum value from their investment. By delivering expert recommendations and driving product adoption across a diverse cohort of clients, you directly contribute to Zendesk’s growth, customer retention, and long-term partnership success in the APAC region. What you’ll be doing 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. What you bring to the role Customer Centricity: A passion for delivering positive customer experiences and a refusal to settle for the status quo. Agility: Ability to thrive in a dynamic, fast-paced environment that constantly changes shape. Analytical Mindset: Data-driven approach to problem-solving with the ability to turn complex data into a compelling narrative. Communication: Polished presentation skills and the ability to map technical solutions to business objectives in a crisp manner. Collaboration: A team-player mentality valued for candor, commitment, and a desire to learn and grow within a global team. Basic Qualifications 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. Preferred Qualifications 2–5 years of related professional experience in the computer software (SaaS) industry. 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. #LI-MJ1 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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. 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. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Responsibilities

The Portfolio Success Manager will serve as the primary post-sale contact for a diverse cohort of customers to drive product adoption and ensure maximum value. They will also identify account expansion opportunities and collaborate cross-functionally to resolve escalations and maintain high customer satisfaction.