Contact Center Success Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Assist customers in quickly achieving their business objectives using Zendesk’s Contact Center features.

• Promote the adoption, enhancement, and measurable benefits of Zendesk Contact Center products.

• Support customers in transforming their contact center operations, realizing ROI, and fostering long-term relationships that promote retention and growth.

• Provide guidance to executives, operations leaders, administrators, and IT teams.

• Implement and refine strategies for routing, inbound and outbound calls, IVR, automated experiences, call center wallboards and analytics, Co-pilot, and Voice AI.

• Facilitate workshops, share best practices, engage in success planning, and conduct health checks.

• Act as the Contact Center expert aligned with broader Customer Success Management (CSM) account teams.

• Collaborate with Professional Services during onboarding to outline requirements and objectives, aiming to reduce time-to-value.

• Gather customer insights and feedback to share with Product, Engineering, and Go-To-Market (GTM) teams.

• Link product adoption to outcomes through benchmarking, data storytelling, and quantifiable ROI.

• Work closely with Sales, Renewals, and Services to identify opportunities, mitigate risks, and enhance retention and growth.

• Prepare and present Quarterly Business Reviews that emphasize the value and ROI of the Contact Center.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Professional Services, or Technical Account Management within enterprise SaaS, ideally in Contact Center or CCaaS platforms.

• In-depth knowledge of contact center operations and key performance indicators (KPIs) such as AHT, FCR, CSAT, occupancy, and cost-to-serve.

• Established history of driving the adoption of SaaS platforms, preferably in customer engagement or contact center technologies.

• Strong consultative and advisory capabilities.

• Ability to engage with CX executives, service operations leaders, and technical administrators with credibility.

• Capability to articulate and showcase the business value of CCaaS to both technical and non-technical audiences.

• Excellent interpersonal and influencing abilities across various levels and functions.

• Familiarity with leading CCaaS technologies, AI applications in contact centers, and customer success tools like Gainsight.

• Understanding of AWS technologies and Amazon Connect is viewed positively.

• A Bachelor’s degree in business, information systems, or a related field is preferred.

🏝️ Benefits

• Fully flexible remote work arrangement.

• Option for flexible remote work for part of the week as part of Zendesk’s hybrid work model.

• An inclusive workplace culture.

• Reasonable accommodations for applicants with disabilities and disabled veterans.