Principal CX Programs Manager

Job Description

Zendesk is the industry-leading, AI-driven customer experience platform with a maniacal focus on customer obsession.  The Zendesk customer experience (CX) organization is at the heart of continuously championing and driving this customer obsession across the company.

The mission of the CX organization is to ensure our customers realize value from their investments in Zendesk’s leading CX solutions..  The CX programs team is a small, dynamic group responsible for driving cross organization standards and delivery excellence — ensuring the organization consistently drives customer obsession through a laser focus on platform adoption and customer value.

JOB RESPONSIBILITIES

To achieve the CX mission, the CX programs team focused on the following core objectives:

• Ensure the core CX delivery teams — e.g., Customer Success, Professional Services — are efficiently & effectively delivering value & outcome-driven services to customers throughout the customer’s journey.

• Enable the Zendesk team to accelerate product adoption and raise the bar for the customers’ overall Zendesk experience — through the application of high-value customer health processes and product adoption frameworks.

• Reinforce CX delivery excellence across the company to accelerate our customers’ success and Zendesk’s growth. 

• Support and deliver assigned CX cohorts and projects for Zendesk’s Top 3000 customers, focusing on customer health, adoption, and value.

• Work closely with “tiger team” supporting key cohorts - Customer Success Managers and Professional Services - to ensure smooth program delivery and resolve customer issues. 

• In partnership with the Sr Director, CX Programs, coordinate the maintenance of program(s) documentation and provide regular status updates on progress and outcomes to stakeholders.

To deliver on these overarching objectives, CX Programs leaders will collaborate closely with Zendesk CX and go-to-market (GTM) colleagues on the following:

• Develop actionable, value-driven frameworks, standards, processes and best practices that enable customer success, expanded relationships and growth for Zendesk.  

• Lead and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization and growth.

• Lead and run recurring cross functional CX delivery excellence programs — e.g., global risk programs, regional heal desks, digital success programs, customer journey optimization, etc.

• Implement Best Practices by applying established CX standards, playbooks, and best practices to program delivery for enterprise customers.

QUALIFICATIONS

• 12+ years experience in CX delivery — preferably multiple years in leadership roles in enterprise technology / SaaS organizations — e.g., customer success management, professional services/consulting or technical account management, renewals, customer support. 

• Must understand industry best practices in CX service delivery and apply those best practices to drive operational excellence and transformation across a complex global function. 

• Expertise in state of the art customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes.

• Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations.

• Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs.

• Financial acumen and the ability to do foundational quantitative analysis and forecasting.

• Strong interpersonal and influencing skills, with the ability to work at multiple levels of an organization (e.g., CXO to individual CSM or renewals manager).

• Proven ability to learn new technology/software solutions and link software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers.

• Bachelor degree in computer science, information sciences & technology, engineering or business.  Masters degree preferred.

The US annualized base salary range for this position is $169,000.00-$253,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.