Sr Director, CX Programs

Job Description

Sr. Director Customer Experience Programs

Zendesk is the industry-leading, AI-driven customer experience platform with a maniacal focus on customer obsession.  The Zendesk customer experience (CX) organization is at the heart of continuously championing and driving this customer obsession across the company.

The mission of the CX organization is to ensure our customers realize value from their investments in Zendesk’s leading CX solutions..  The CX programs team is a small, dynamic group responsible for driving cross organization standards and delivery excellence — ensuring the organization consistently drives customer obsession through a laser focus on platform adoption and customer value.

JOB RESPONSIBILITIES

To achieve the CX mission, the CX programs team focused on the following core objectives:

• Ensure the core CX delivery teams — e.g., Customer Success, Professional Services — are efficiently & effectively delivering value & outcome-driven services to customers throughout the customer’s journey.

• Enable the Zendesk team to accelerate product adoption and raise the bar for the customers’ overall Zendesk experience — through the application of high-value customer health processes and product adoption frameworks.

• Reinforce CX delivery excellence across the company to accelerate our customers’ success and Zendesk’s growth. 

To deliver on these overarching objectives, CX Programs leaders will collaborate closely with Zendesk CX and go-to-market (GTM) colleagues on the following:

• Develop actionable, value-driven frameworks, standards, processes and best practices that enable customer success, expanded relationships and growth for Zendesk.  

• Lead and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization and growth.

• Lead and run recurring cross functional CX delivery excellence programs — e.g., global risk programs, regional heal desks, digital success programs, customer journey optimization, etc.

• Track and report on progress of CX transformation initiatives.

• Must develop and lead a framework to continuously test the efficacy of CX programs to ensure alignment against Zendesk Strategy 

• Act as key expert on assessing future state programs to keep Zendesk in line and/or ahead of industry 

• Lead CX programs in preparation for IPO 

QUALIFICATIONS

• 15+ years experience in CX delivery — preferably multiple years in leadership roles in enterprise technology / SaaS organizations — e.g., customer success management, professional services/consulting or technical account management, renewals, customer support. 

• Must understand industry best practices in CX service delivery and apply those best practices to drive operational excellence and transformation across a complex global function. 

• Expertise in state of the art customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes.

• Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations.

• Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs.

• Financial acumen and the ability to do foundational quantitative analysis and forecasting.

• Strong interpersonal and influencing skills, with the ability to work at multiple levels of an organization (e.g., CXO to individual CSM or renewals manager).

• Proven ability to learn new technology/software solutions and link software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers.

• Bachelor degree in computer science, information sciences & technology, engineering or business.  Masters degree preferred.

The US annualized base salary range for this position is $218,000.00-$328,000.00. This position may also be eligible for bonu