The Associate Customer Experience Manager with a focus on methodology, touchpoint plans, and plays is responsible for ensuring a positive and seamless customer journey across all interactions with a company.

　　Key Responsibilities:

　　Methodology Expertise:

　　In-depth knowledge of customer experience methodologies, segmentation strategies and the SaaS customer journeyExperience in implementing and optimizing methodologies to enhance customer satisfaction and loyalty.

　　Touchpoint Planning:

　　Support development of comprehensive touchpoint plans to ensure consistent and positive customer interactions at every stage of the customer journey.Identify and prioritize critical touchpoints, addressing pain points and optimizing positive experiences.

　　Plays Development:

　　Create and implement customer experience plays that align with the overall business strategy.Design plays for specific customer segments or scenarios, addressing challenges and capitalizing on opportunities.

　　Analytics and Metrics:

　　Utilize data and analytics to measure and analyze the effectiveness of customer experience initiatives.Define key performance indicators (KPIs) and use metrics to drive continuous improvement in customer satisfaction.

　　Cross-functional Collaboration:

　　Collaborate with cross-functional teams, including marketing, sales, product development, and customer support, to ensure a unified customer experience.Consult with cross functional SMEs and internal teams to inform development of resonant methodologiesFacilitate communication and cooperation to implement customer-centric initiatives.

　　Communication Skills:

　　Excellent communication skills, both written and verbal, to convey customer experience strategies and plans across the organization.Ability to present findings and recommendations to executives and other stakeholders.

　　Innovation and Adaptability:

　　Stay abreast of industry trends and best practices in customer experience management.Proactively identify opportunities for innovation and adapt strategies to evolving customer needs.

　　Problem-Solving:

　　Strong problem-solving skills to address customer pain points and challenges in the customer journey.Ability to make data-driven decisions and implement effective solutions.

　　Leadership and Team Management:

　　Foster a customer-centric culture within the organization.

　　Technology Proficiency:

　　Familiarity with customer experience management platforms and tools, Zendesk, Gainsight, Salesforce, TableauAbility to leverage technology to enhance customer interactions and gather valuable insights.

　　Regulatory Compliance:

　　Ensure that all customer experience initiatives comply with relevant regulations and industry standards.

　　Continuous Learning:

　　Demonstrate a commitment to continuous learning and professional development in the field of customer experience management.

　　Education and Experience:

　　Bachelors degree in business, marketing, communications, or a related field. A Masters degree is a plus.Proven experience (5+ years) in customer experience management or related roles.Applicants for this role should showcase a proven track record in impacting improvements to customer satisfaction internal operational efficiency, customer retention and revenue generation by implementing successful methodologies, and driving positive customer experiences across touchpoints

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　　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 were 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 [email protected] with your specific accommodation request.