Job Description

Job Summary:

We are in search of a skilled and seasoned Principal Customer Experience Manager to be a part of our Customer Experience team. The successful candidate will be tasked with establishing and nurturing robust relationships with various executives through managing and supporting executive engagements. The Principal CX 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.

• Strategic Engagement Planning: Partner with CX teams to devise and implement strategic engagement plans. Advise customer engagements operations related including meetings. Support CAB meeting with the CX leader, including Renewal team (dotted line).

• Executive Engagement Program: Collaborate with the CX team. Facilitate team monitoring and reporting on essential metrics to support the program’s success.

• Executive Advisory Board: Collaborate in designing, planning, and implementing the Executive Advisory Board in close partnership with marketing team and the CS team 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 along with the regional CX leader.

• Enhance Satisfaction: Evaluate executive satisfaction levels through post-engagement surveys. Address any concerns about the Japan CX team swiftly and strive to surpass executive expectations with the CX leader.

• 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.

• Japanese - Native level, English - Business level.

The intelligent heart of customer experience

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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.

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.