Sr. Specialist, Customer Marketing

Job Description

Who we’re looking for

Zendesk is looking for an empathetic customer marketer who has passion for building and maintaining positive relationships with cross-functional teams and Zendesk customer champions.

As a key partner to our marketing, sales, and customer success teams, you will build resources and deliver assets to help tell the Zendesk story through the voice of our customers.

In this role, the Senior Customer Marketing Specialist will help support the work of the global Customer Marketing team. This person will play a key role in publishing and promoting customer story assets and managing our customer reference program. The person will contribute to growing our roster of referenceable customers, while helping infuse customer stories throughout our organization and beyond. 

If you are passionate about building creative and strategic customer marketing programs, can drive and prioritize initiatives toward shared objectives, have strong attention to detail and problem-solving skills, and are comfortable engaging with customers, executives and individual contributors, we want to hear from you.

What you will be doing

• Work with sales enablement and regional marketing teams to drive ongoing adoption of customer marketing assets and develop a feedback process to improve customer marketing programs
• Coordinate the end-to-end lifecycle of customer references and maintain our database and internal tools to track customer profiles, contacts and participation to support high value opportunities
• Partner with cross-functional teams (Product Marketing, Campaigns, Partner Marketing, Competitive Intelligence) to support our key messages with customer evidence
• Take an active role in growing our advocacy base of customers by working directly with Sales, Success and other customer-facing teams
• Partner with our global sales and success leaders to identify and source customers for use in customer stories, videos, speaking engagements, and media opportunities
• Partner with PMM, Sales & Success, PR/AR to ensure sufficient reference pipeline for priority activities
• Promote content to increase visibility of customer proof points and stories throughout the organization

What you bring to the role

• Strong interpersonal skills to work closely with customer marketing team, cross-functional partners and company leadership
• Team-player attitude—your passion will get others to participate in our programs and be our advocates within their teams
• Analytical experience and attention to detail to be able to report regularly on metrics, determine ROI of customer engagement efforts, identify where data is lacking and work with technical teams to improve processes
• Possess an ethos of “getting things done.” Decisive, agile, and iterative; easily able to shift gears between thinking and doing with a proven track record to thrive under ambiguity
• Strategic problem solver that can help reach marketing and sales goals, build a stronger brand, and improve the customer experience

Basic Qualifications

• Customer-focused with passion & empathy for improving how Zendesk serves and engages people
• 3+ years experience in marketing, program management, customer success, account management and/or communications
• Technical knowledge and experience with using marketing and CRM tools
• Outstanding project management, prioritization, and attention to detail
• BA/BS required
• Professional proficiency in English

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

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 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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.

Read Full Description