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.
What You Bring To The Role
- Language Proficiency: Native-level proficiency in Mandarin is required to support the Greater China region and Mandarin-speaking accounts.
- 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
- Experience: Minimum of 1 year of related experience in Customer Success, Sales, Support, or other customer-facing roles.
- Language: Native-level fluency in Mandarin and professional-level English proficiency.
- Technical Aptitude: Experience with CRM and Data tools such as SFDC, Gainsight, Tableau, and the Zendesk platform.
- Collaborative Spirit: Experience working within a global, matrixed team environment.
Preferred Qualifications
- Education: Bachelor’s degree in Business, Communications, or a related field.
- Domain Expertise: Deep knowledge of the SaaS industry and regional business trends within the Greater China market.
- Sales Acumen: Experience identifying upselling or cross-selling opportunities during the post-sale lifecycle.
- Presentation Skills: Experience hosting webinars or speaking at industry events to large audiences.
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