Senior CX Acceleration Manager

Job Summary

We are seeking a dynamic CX Acceleration Manager to join our CX Acceleration SWAT team. The role is essential for revolutionizing customer experiences through optimized Zendesk implementations. Ideal candidates 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. The CX Manager will foster strong collaborative partnerships, secure executive buy‑in to ensure alignment and commitment, lead comprehensive discovery sessions and technical assessments to identify enhancement opportunities, and deliver impactful solutions—whether through hands‑on configuration changes or by engaging specialized consultants and technical architects.

A customer‑centric approach will guide the candidate to conclude each engagement, ensuring clients are empowered and satisfied with their transformed Zendesk ecosystems.

• Relationship Building:
  Establish and nurture strong relationships with internal and external teams (Success, Sales, Services) and customers ranging from agents to executives.
• Customer Centricity:
  Prioritize business and technical requirements, guaranteeing maximum client value while maintaining robust client relationships.
• Zendesk Solutions Implementation:
  Conduct in‑depth technical assessments—focusing on configuration, integrations, apps, and overall system architecture—and implement Zendesk configuration solutions.
• Expert Consultation:
  Provide expert consultation and product demonstrations, showcasing Zendesk capabilities and delivering quick wins.
• Close‑out Review:
  Perform internal reviews with account teams and executive‑level reviews to close out engagements, focusing on value, customer satisfaction, and next‑step recommendations.
• Resource Orchestration:
  Coordinate use of Zendesk resources (Account Executive, Customer Success Manager, CX Consultants, CX TA, Professional Services, Product Managers) for effective implementation and ongoing support.
• Continuous Improvement:
  Partner with account teams, management, and enablement units to drive continuous improvement and global delivery excellence.

• Zendesk Expertise:
  Deep knowledge of Zendesk products with hands‑on experience managing Zendesk environments.
• Technical
  
  Experience:
  
  At least 5 years of technical experience in complex customer environments.
• Leadership
  
  Skills:
  
  Proven ability to mobilize teams and drive actions leading to organizational and customer success.
• Service Management
  
  Experience:
  
  Expertise in service management, operational support, customer experience management, and business development.
• Customer‑Facing Roles:
  Experience as a technical lead in external enterprise customer‑facing roles, understanding system integrations.
• Collaborative Work Style:
  Proficiency in working within a collaborative/matrix environment.
• Communication
  
  Skills:
  
  Exceptional communication and presentation skills, connecting with personnel at all levels (administrators to CxOs).
• CX Proficiency:
  Knowledge of SaaS implementations, customer use cases, and logic‑based workflows.
• Problem‑Solving Aptitude:
  Ability to develop alternative solutions through lateral thinking and technical curiosity.

• We are a start‑up‑mode team within Zendesk, giving you the chance to build a new working environment.
• The team thrives on kindness, collaboration, encouragement, and support.
• This role places you at the centre of Zendesk, interacting with all teams.
• We believe in long‑term career growth with exceptional benefits supporting both physical and mental wellbeing.

Location:

Oakland, CA

Annual on‑target earnings (OTE) range: $188,000‑$282,000 (70/30 base/commission). The position may also be eligible for bonus, benefits, or related incentives. The hybrid work model offers onsite collaboration while allowing remote work part of the week.

Zendesk is an equal opportunity employer committed to fostering an inclusive and diverse workforce. 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, disability, or any other protected characteristic. We are an AA/EEO/Veterans/Disabled employer.

We endeavor to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you need an accommodation, please email