客服中心成功专员
Contact Center Success Specialist
职位描述
客服中心成功专家
客服中心成功专家是一个充满活力的顾问角色，负责通过 Zendesk 的客服中心功能帮助客户快速实现业务成果。该角色属于客户成功团队，是推动采用、优化以及从快速发展的产品领域中实现可衡量价值的关键人物，该产品领域是 Zendesk 生态系统中日益重要的战略方向。
客服中心成功专家的核心目标是帮助客户转型其客服中心运营，从 Zendesk 客服中心平台中实现投资回报，并建立长期关系，从而促进留存和增长。该角色需要与客户组织中的各个层级合作——从负责服务策略的高管到运营负责人、管理员和 IT 团队——同时与 Zendesk 核心客户成功经理（CSM）、专业服务团队、销售、产品及其他内部团队紧密协作。
客服中心成功专家团队的使命
- 通过以结果为导向的互动，加速客服中心的采用和价值实现时间
- 成为客服中心现代化和客户体验（CX）转型的专家和值得信赖的顾问
- 将客服中心功能的采用与更广泛的 CX 战略对齐，包括 Zendesk 套件中的集成
- 与核心 CSM 合作，将客服中心的专业知识嵌入到客户成功计划和执行中
关键职责
推动采用与成果
作为客服中心产品的专家，帮助客户实施和优化诸如路由、呼入和呼出呼叫策略、IVR 和自动化体验、客服中心看板和分析，以及融合 AI 的代理体验，如 Co-pilot 和 Voice AI 等功能。
客户咨询
主导以结果为导向的互动，包括研讨会、最佳实践分享、成功规划和健康检查，确保客户采用最佳实践并实现可衡量的业务价值，例如减少处理时间、提升客户满意度（CSAT）和降低服务成本。
与 CSM 的合作
作为与整体 CSM 客户团队对齐的客服中心专家，将客服中心的专业知识嵌入到整体客户成功计划中。
入职与赋能
在入职期间与专业服务团队合作，确保理解客服中心需求，明确目标，并最小化价值实现时间。
倡导与反馈循环
成为客服中心的声音，推动客户反馈的收集与传递，协助产品团队优化功能以更好地满足客户需求。
查看英文原文
Job Description
Contact Center Success Specialist
The Contact Center Success Specialist is a dynamic advisory role responsible for helping customers rapidly achieve business outcomes through Zendesk’s Contact Center capabilities. This role is part of the Customer Success organization and plays a key part in driving adoption, optimization, and measurable value from a fast-evolving product area that is a growing strategic vector within the Zendesk ecosystem.
The overarching objective of the Contact Center Success Specialist is to help customers transform their contact center operations, realize ROI from Zendesk’s Contact Center platform, and build long-term relationships that contribute to retention and growth. This role works across customer organizations - from executives responsible for service strategy to operations leaders, administrators, and IT teams - while partnering closely with Zendesk Core CSMs, Professional Services, Sales, Product, and other internal teams.
Mission of the Contact Center Success Specialist Team
- Accelerate Contact Center adoption and time-to-value through outcome-driven engagement
- Act as the subject matter expert and trusted advisor for contact center modernization and CX transformation
- Align Contact Center feature adoption to the wider CX strategy, including integrations across the Zendesk suite
- Partner with Core CSMs to embed Contact Center expertise into account success planning and execution
Key Responsibilities
Drive Adoption & Outcomes
Be the Contact Center product expert, helping customers implement and optimize capabilities such as routing, inbound and outbound call strategies, IVR and automated experiences, call center wallboards and analytics, and AI-infused agent experiences such as Co-pilot and Voice AI.
Customer Advisory
Lead outcome-driven engagements, including workshops, best practice sharing, success planning, and health checks, to ensure customers adopt best practices and realize measurable business value such as reduced handle time, improved CSAT, and cost-to-serve savings.
Partnership with CSMs
Serve as the Contact Center specialist aligned to the broader CSM account team, embedding contact center expertise into overall customer success plans.
Onboarding & Enablement
Partner with Professional Services during onboarding to ensure contact center requirements are understood, objectives are clearly defined, and time-to-value is minimized.
Advocacy & Feedback Loop
Act as the voice of the Contact Center customer internally, surfacing insights and prioritized feedback to influence Product, Engineering, and GTM teams. Escalate support and advocacy challenges early.
Value Realization
Connect Contact Center adoption to customer outcomes, leveraging benchmarking, data storytelling, and quantified ROI to reinforce renewal and expansion discussions.
Cross-Functional Collaboration
Work hand-in-hand with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth within the CCaaS customer base.
Quarterly Business Reviews
Prepare and deliver Quarterly Business Reviews (QBRs) to key customers, focusing on the value and ROI of their Contact Center implementation.
Qualifications
- 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms
- Deep understanding of contact center operations and KPIs (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve) and ability to translate platform capabilities into operational improvements
- Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology
- Strong consultative and advisory skills; ability to engage credibly with CX executives, service operations leaders, and technical admins
- Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders
- Strong interpersonal and influencing skills across levels and functions, both within the customer’s organization and internally at Zendesk
- Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools (e.g., Gainsight). Knowledge of AWS technologies and Amazon Connect would be viewed favorably
- Bachelor’s degree in business, information systems, or a related field preferred
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.
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.
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 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 with your specific accommodation request.
Originally posted on Himalayas