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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.