Chief Customer Experience Strategist

6 dni temu

Kraków, Lesser Poland TN Poland Pełny etat
About the Role

We are seeking a Chief Customer Experience Strategist to join our team in TN Poland. As a key member of our organization, you will play a crucial role in crafting and implementing strategies that enable our clients to deliver outstanding customer experiences.

The ideal candidate will have 15+ years of technical experience in running sophisticated customer environments, with at least 5 of those in an Enterprise environment. They will also possess true motivation and experience in driving teams to make things happen within the organization and for customers.

In this role, you will establish relationships across all CX teams, document the customer's CX ecosystem, provide consultation and demos on Zendesk product capabilities, and lead the adoption and expansion of our Premier Enterprise offering. You will also work closely with Premier Support teams and customer support teams to ensure there is a robust critical issue plan for quick resolution.

Key Responsibilities
  • Establish relationships across all CX teams: Internally by closely collaborating with Success, Sales and Premier Enterprise teams and externally at all levels.
  • Document the customer's CX ecosystem (use-cases, workflows, Zendesk configuration, integrations, apps, overall architecture, legal and compliance requirements and how the customer uses Zendesk and other tools to run their Customer Experience).
  • Provide consultation, demos and standard processes on Zendesk product capabilities for quick wins.
  • As owner of the Premier Enterprise offering, lead the adoption and expansion of the solution: The TAM, working collaboratively with Premier Enterprise and account teams, will deliver and lead a Customer Technical Roadmap to share actions and breakthroughs with the customer based on short, medium and long term agreed improvement plans.
  • TAM Operational reviews: Weekly meetings with clients and monthly value playback alongside subject-specific meetings and input to QBR/EBR with Zendesk and client team members.
  • Orchestrate the use of the Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in existing and future implementations.
Requirements
  • 15+ years of technical experience in running sophisticated customer environments, with at least 5 of those in an Enterprise environment.
  • True motivation and experience in driving teams to make things happen within the organization and for customers.
  • Knowledge in service management, operational support, customer experience and management and business development.
  • External enterprise customer-facing experience as a technical lead with a proven understanding of how various systems interact with each other.
  • Excel in a collaborative / matrix environment.
  • Excellent communication and presentation skills, including the ability to interact, communicate and establish relationships with all levels of personnel from administrators to CxO levels.
  • Knowledge of SaaS implementations, API use cases and development, and logic-based workflows.
  • Experience in finding alternative solutions through lateral thinking and technical curiosity.
  • Deep understanding of at least one industry vertical.
About Us

At Zendesk, we believe 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.

Our goal is to empower our employees to thrive in an ever-changing market, while delivering exceptional customer experiences for our clients. We offer a range of benefits, including flexible working arrangements, professional development opportunities, and a supportive team environment.

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