Principal Customer Experience Manager

Job Description

Job Summary:

We are in search of a skilled and seasoned Principal Customer Experience Manager to be a part of our Executive Engagement team. The successful candidate will be tasked with establishing and nurturing robust relationships with various executives through managing and supporting executive engagements. The Principal Customer Experience Manager will be instrumental in propelling business growth, cementing long-term alliances, and guaranteeing a comprehensive and significant experience for our executive partners.

Responsibilities:

Executive Relationship Management: Establish and cultivate relationships with crucial executive stakeholders. Serve as a senior liaison for all executive-level engagements. Act as a conduit between marketing, accounts teams, and executives.

Strategic Engagement Planning: Partner with internal teams to devise and implement strategic engagement plans. Oversee aspects of executive engagements including meetings and advisory boards. Manage the day-to-day operations related to executive engagements, ensuring a smooth and impactful experience.

Executive Engagement Program: Collaborate with the Executive Engagements team to formulate and execute the Executive Engagement Program to fortify our executive relationships. Identify, pair, and engage executive sponsors to assist strategic accounts. Facilitate team monitoring and reporting on essential metrics to support the program’s success. Devise proactive communications to boost program awareness and share program status.

Executive Advisory Board: Participate in designing, planning, and implementing the Executive Advisory Board in close partnership with regional field marketing teams to gather executive feedback and insights. Help to monitor executive product feedback and collaborate with cross-functional teams to incorporate feedback into business strategies. Support maintenance of a feedback loop with executives by providing regular updates on how actions are being taken based on their feedback.

Executive Satisfaction: Evaluate executive satisfaction levels through post-engagement surveys. Address any concerns swiftly and strive to surpass executive expectations.

Cross-functional Collaboration: Coordinate with sales, marketing, CTO, and product teams to enhance the overall executive experience. Communicate effectively with internal teams to ensure seamless execution of all executive engagements.

 

Qualifications:

• Bachelor's degree in a relevant field; Master’s degree is a plus.

• Aptitude or experience as a Customer Experience Manager or in a similar role.

• Strong understanding of the SaaS industry, best practices and its key players.

• Excellent communication and interpersonal skills.

• Ability to work effectively in a fast-paced environment.

• Demonstrated ability to influence and collaborate with executives.

• Experience in managing or working with Executive Briefing Centers.

• Experience in developing and managing Executive Sponsor Programs.

• Experience in establishing and managing Customer Advisory Boards is highly desirable.

The US annualized OTE (On Target Earnings) range for this position is $165,000.00-$247,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 st