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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in driving customer success through the adoption and optimization of Contact Center solutions, leveraging data storytelling and ROI metrics to enhance customer engagement and retention. Proficient in collaborating with cross-functional teams to implement best practices and deliver measurable business outcomes.
Highest-signal resume keywords
Customer Success ManagementContact Center OperationsSaaS AdoptionConsultative Advisory SkillsData Storytelling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contact Center KPIsIVR ImplementationCall Routing StrategiesVoice AIAnalyticsBenchmarkingCustomer Engagement TechnologyAWS TechnologiesAmazon Connect
Soft Skills
Interpersonal SkillsInfluencing SkillsConsultative Skills
Tools & Technologies
Zendesk Contact CenterGainsight
Industry Keywords
CCaaSCustomer RetentionBusiness OutcomesProfessional ServicesTechnical Account Management
Tech Stack
Tools & technologiesAWS
About the role
Key responsibilities & impact- Help customers rapidly achieve business outcomes through Zendesk’s Contact Center capabilities
- Drive adoption, optimization, and measurable value from Zendesk Contact Center products
- Help customers transform contact center operations, realize ROI, and build long-term relationships supporting retention and growth
- Advise executives, operations leaders, administrators, and IT teams
- Implement and optimize routing, inbound and outbound call strategies, IVR, automated experiences, call center wallboards and analytics, Co-pilot, and Voice AI
- Lead workshops, best-practice sharing, success planning, and health checks
- Serve as the Contact Center specialist aligned with broader CSM account teams
- Partner with Professional Services during onboarding to define requirements and objectives and minimize time-to-value
- Surface customer insights and feedback to Product, Engineering, and GTM teams
- Connect product adoption to outcomes using benchmarking, data storytelling, and quantified ROI
- Collaborate with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth
- Prepare and deliver Quarterly Business Reviews focused on Contact Center value and ROI
Requirements
What you’ll need- 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, including AHT, FCR, CSAT, occupancy, and cost-to-serve
- 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 administrators
- Ability to explain and demonstrate the business value of CCaaS to technical and non-technical stakeholders
- Strong interpersonal and influencing skills across levels and functions
- Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools such as Gainsight
- Knowledge of AWS technologies and Amazon Connect viewed favorably
- Bachelor’s degree in business, information systems, or a related field preferred
Benefits
Comp & perks- Fully Flexible remote work arrangement
- Flexible remote work for part of the week under Zendesk’s hybrid way of working
- Inclusive workplace experience
- Reasonable accommodations for applicants with disabilities and disabled veterans