Manager, Customer Success Lisboa

Manager, Customer Success
Lisboa
Lisboa, Lisboa, Portugal

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About Zendesk:

At Zendesk, we’re dedicated to fostering an environment that nurtures growth, innovation, and meaningful connections with our customers. As we continue to enhance our Global Scaled Customer Success team, we are looking for a passionate Team Manager to lead our
- level Scaled Customer Success Associates, guiding them as they help customers unlock the full potential of Zendesk's solutions.

Role Overview

The Team Manager for Scaled Customer Success will play a pivotal role in nurturing and developing
- career Customer Success Managers. With a focus on enhancing team performance and ensuring exceptional customer experiences, you will lead a diverse team of associates, providing mentorship, guidance, and strategic direction.

Key Responsibilities

• Team Leadership: Recruit, train, and manage a
  - performing team of
  - career Customer Success Associates. Foster a culture of collaboration, accountability, and continuous improvement.
• Performance Management: Set performance goals and KPIs for team members, regularly assess performance, provide constructive feedback, and conduct performance reviews.
• Coaching and Development: Deliver individualized coaching and career development opportunities, helping team members enhance their technical and interpersonal skills to succeed in
  - facing roles.
• Customer Engagement Strategy: Collaborate with associates to shape approaches for engaging with a diverse range of customers, including small retail businesses and larger enterprises, ensuring alignment with customer goals.
• Cross-Functional Collaboration: Act as a liaison between the Customer Success team and other departments, including Sales, Advocacy, and Professional Services, to enhance the customer experience and ensure seamless handoffs.
• Data-Driven Insights: Utilize analytic tools like Salesforce, Tableau, and Zendesk analytics to monitor team performance, track customer engagement trends, and identify areas for improvement.
• Resource Development: Direct the creation of scalable resources such as
  - practice guides, webinars, and educational content to facilitate customer success at scale.
• Mentorship and Support: Leverage your experience to support new associates through mentorship programs, ensuring they have the guidance needed to excel in their roles.
• Foster a Growth Mindset: Create an environment where team members feel empowered to take risks, embrace challenges, and continuously adapt to meet the evolving needs of customers.

Who You Are

• Experience: Minimum of 3 years of experience managing a team, preferably in customer success, sales, or related fields. Experience managing
  - career professionals is a plus.
• Communication Skills: Excellent written and verbal communication skills, capable of conveying technical concepts effectively to diverse audiences.
• Proactive Mindset: A
  - starter who is poised to take on challenges and adapt to the dynamic nature of the tech industry.
• Customer-Centric Approach: A commitment to understanding customer needs and enhancing their experience through effective team management.
• Tech-Savvy: Interest in new products, software systems, and AI-driven solutions, with a desire to coach others in utilizing these tools effectively.

Why Zendesk?

At Zendesk, you will have the opportunity to lead a team that plays a critical role in shaping customer experiences. You’ll collaborate with a diverse group of talented individuals, gain exposure to
- edge technologies, and have a direct impact on our customers' success. If you’re passionate about empowering others and driving results, we’d love to hear from you!

Start Your Journey With Zendesk

Join us in creating meaningful customer relationships and leading a team of associates to success. This is your opportunity to build a fulfilling career in a
- paced technology environment.

Hybrid Work Model: This role requires attendance at our local office part of the week, with the specific schedule to be determined by the hiring manager. Our hybrid experience is designed to promote connection, collaboration, learning, and celebration while offering flexibility to work remotely.

About Zendesk

Zendesk software is built to bring calm to the chaotic world of customer service. We power billions of conversations with brands you know and love. We are committed to fostering an inclusive, diverse, and equitable workplace, considering all candidates without regard to race, color, religion, gender, or other protected characteristics.

Legal & Accessibility

We make reasonable accommodations for applicants with disabilities. For assistance, contact peopleandplaces@zendesk.com.