Digital Success Associate
Taguig, National Capital Region (Manila), Philippines
3d ago

Job Description

Our Customer Success team guides our wide array of clients as they map any number of business needs to their Zendesk account.

We ensure customers are optimized and scaling effortlessly through impactful engagements, all focused on driving business and technical value.

The Digital Success Associate (DSA) role will be a brand-new function at Zendesk with the team launching early in 2020. The goal of this team is to scale our Customer Success offerings by engaging with customers through digital channels like in-product chat and online communities.

Members of this team will proactively guide individual customers through key steps in their lifecycle while also managing larger group discussions.

This role will work with customers in North America, which means the DSA team will work overnight shifts in our Manila office.

Responsibilities :

  • Manage a large volume of customer engagements through live chat and community technologies at different stages in the Zendesk lifecycle in order to increase product adoption and retention
  • Guide customers to the appropriate technical and best practice resources
  • Producing customer-facing content in the form of short videos, webinars, or written guides
  • Collaborate with your peers in Sales, Advocacy, Training, Services, and Product to provide your accounts with a seamless experience regardless of their needs (peers will be located in offices all around the globe)
  • Closely track your engagements to ensure high data integrity from which trends can be analyzed
  • Maintain a high level of professionalism and empathy while working with customers of various skillsets
  • Display excellent writing skills to communicate clearly with customers and inspire change
  • Requirements :

  • 1+ years supporting customers of a technical product with an impact on product adoption, retention, and / or expansion
  • Fluent in English (candidates fluent in additional languages are preferred, but this is not a requirement)
  • Excellent communication and interpersonal skills as well as eloquent writing skills (English)
  • Empathy and a unique ability to understand customer needs
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
  • Love for teamwork and committed to building a world-class customer experience
  • Highly adaptable and flexible working across different time zones (working overnight hours in the Manila office to support business hours in North America)
  • University degree or equivalent
  • Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers.

    Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

    More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

    Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

    Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterdiversity & inclusionin the workplace.

    Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

    By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.

    Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.

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