<h2>Job Description</h2>We are seeking a dynamic CX Acceleration Manager to join our CX Acceleration SWAT team, a role essential for revolutionizing customer experiences through optimized Zendesk implementations. The ideal candidate will have extensive experience as a Senior Consultant, Senior Technical Account Manager, or Senior Customer Success Manager, bringing strategic insight and technical expertise to every project. This role involves fostering strong collaborative partnerships, starting with securing executive buy-in to ensure alignment and commitment. The CX Manager will lead comprehensive discovery sessions and technical assessments to identify enhancement opportunities. Whether engaging specialized consultants and technical architects or executing hands-on configuration changes, the successful candidate will be committed to delivering impactful solutions. The position requires a customer-centric approach to conclude each engagement, ensuring clients are empowered and satisfied with their transformed Zendesk ecosystems. Key Responsibilities:<ul><li>Relationship Building: Establish and nurture strong relationships with both internal and external teams, including Success, Sales, and Services, as well as customers ranging from agents to executives.</li><li>Customer Centricity: Prioritizing the business and technical requirements of our clients in every decision we make, guaranteeing they gain maximum value from our partnership. While the CX Manager primarily concentrates on short-term project initiatives, the cultivation and maintenance of a robust client relationship must remain the cornerstone of our collective success.</li><li>Zendesk Solutions Implementation: Conduct in-depth technical assessments focusing on configuration, but also taking into account any  integrations, apps, and overall system architecture and implement Zendesk configuration solutions.</li><li>Expert Consultation: Provide expert consultation and product demonstrations to showcase Zendesk capabilities, aiming to deliver quick wins and optimized use cases for our clients, bringing support where needed.</li><li>Close-out Review: Perform internal reviews with account teams as well as a review with the customer’s executive management to close out the engagement with the customer once the work has been completed, focusing on value, customer satisfaction and detailing next steps and recommendations for further work as well as detailing what services Zendesk can provide.</li><li>Resource Orchestration: Coordinate the use of Zendesk resources (AE, CSM, CX Consultants, CX TA, Professional Services, Product Managers) to ensure effective implementation and ongoing client support.</li><li>Continuous Improvement:  From our learnings through engaging with customers in this way, partner with account teams, management and enablement teams to drive continuous improvement and global delivery excellence.</li></ul>​Key Requirements:<ul><li>Zendesk Expertise: Deep knowledge of Zendesk products, with hands-on experience managing Zendesk environments.</li><li>Technical Experience: At least 5 years of technical experience in complex customer environments.</li><li>Leadership Skills: Proven ability to mobilize teams and drive actions that lead to organizational and customer success.</li><li>Service Management Experience: Expertise in service management, operational support, customer experience management, and business development.</li><li>Customer-Facing Roles: Experience in external enterprise customer-facing roles as a technical lead, with a strong understanding of system integrations.</li><li>Collaborative Work Style: Proficiency in working within a collaborative/matrix environment.</li><li>Communication Skills: Exceptional communication and presentation skills, capable of connecting with personnel at all levels, from administrators to CxOs.</li><li>CX Proficiency: Knowledge of SaaS implementations, customer use cases and logic-based workflows.</li><li>Problem-Solving Aptitude: Ability to develop alternative solutions through lateral thinking and technical curiosity.</li></ul>​Why Work With Us?We are an exciting new team within Zendesk working in start-up mode, so you get to help build this new working environment with us!<ul><li>We are basing this team on kindness, collaboration, encouragement and support</li><li>Our team thrives on helping customers adapt, so they can get value from an ever evolving product, in a dynamic market.</li><li>This role has you in the centre of Zendesk, interacting with all of the different teams!</li><li>We believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing.</li></ul>Zendesk is an equal opportunity employer committed to fostering an inclusive and diverse workforceThe US annualized OTE (On Target Earnings) range for this position is $186,000.00-$280,000.00 with a pay mix of 70/30 (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.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.The intelligent heart of customer experienceZendesk 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.<a target="_blank" href="http://www.zendesk.com/company/careers/?utm_source=other&amp;utm_medium=organic&amp;utm_campaign=job-description_Global_2025Q3">Zendesk</a> 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.As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a target="_blank" href="http://www.zendesk.com/diversity-inclusion/">global diversity, equity, &amp; inclusion</a> 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 <a target="_blank" href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">click here</a>. 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 <a target="_blank" href="mailto:peopleandplaces@zendesk.com">peopleandplaces@zendesk.com</a> with your specific accommodation request.