Overview
The CCaaS CSM Specialist is a dynamic advisory role responsible for ensuring customers rapidly achieve business outcomes using Zendesk’s Contact Center as a Service (CCaaS) capabilities. This is a specialized function within the Customer Success organization, focused on driving adoption, optimization, and measurable value from our CCaaS solutions. The overarching objective is to help customers transform their contact center operations, realize ROI from Zendesk’s CCaaS platform, and strengthen long-term relationships that contribute to customer 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, and Product and more.
Mission
* Accelerate CCaaS 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 Zendesk for Contact Center feature adoption to the wider CX strategy, including integrations with the wider Zendesk suite
* Partner with core CSMs to embed CCaaS expertise into account success planning and execution
Key Responsibilities
* Drive Adoption & Outcomes: Be the CCaaS 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 VoiceAI.
* Customer Advisory: Lead outcome-driven engagements, including workshops, share best practice, success planning, and health checks, to ensure customers adopt best practices and realize measurable business value (e.g., reduced handle time, improved CSAT, cost-to-serve savings).
* Partnership with CSMs: Serve as the CCaaS 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 CCaaS customer internally, surfacing insights and prioritized feedback to influence Product, Engineering, and GTM teams. Escalate support and advocacy challenges early.
* Value Realization: Connect CCaaS 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.
* Prepare and deliver Quarterly Business Reviews (QBRs) to key customers, focusing on the value and ROI of their CCaaS 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
Working Arrangement
Hybrid: The role combines onsite collaboration with the flexibility to work remotely part of the week. The in-office schedule is determined by the hiring manager and requires some in-office presence.
Company Philosophy
The Intelligent Heart Of Customer Experience. Zendesk software was built to bring calm to the chaotic world of customer service and powers billions of conversations with brands you know and love. Zendesk supports a fulfilling and inclusive workplace with global offices and remote work options. Zendesk is an equal opportunity employer and values diversity, equity, and inclusion. We prohibit discrimination based on 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 law. We are an AA/EEO/Veterans/Disabled employer. For EEO rights information in the United States, please refer to the official resources. Zendesk endeavors to make reasonable accommodations for applicants with disabilities; to request accommodations, contact peopleandplaces@zendesk.com.
Compliance
Equal Opportunity Employer statements included as part of our job listings.
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