Services Consultant

Job Description

Our Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, organized and, well, a little quirky. We get our enterprise customers on-boarded quickly and easily by helping them to use, see, learn, and believe in our beautifully simple product. A Services Consultant is an experience-maker for our customers - passionate about making communication easy through customer service and how doing that well can transform a businesses’ relationships. Within Paid Services engagement Services Consultants will be responsible for driving the design and configuration of the Zendesk Product based on the Configuration Workbook and Design Workshops either remote or onsite with a Customer and your Engagement Manager. Your ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical. You will also routinely execute on Professional Services Lite Packages and existing customer optimisations effectively within scope, time, and budget.

Responsibilities

• Guide and educate Zendesk customers using our Success Methodology and Framework to give them proactive assistance as they onboard and configure their Zendesk
• Maintain product expertise across the Zendesk product line
• Collaborate in establishing world-class customer service policies, processes and standards
• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
• Conduct meetings onsite and remotely according to the Zendesk Customer Success methodology standards
• Perform issue identification, communication, and resolution for moderately complex issues
• Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
• Ability to manage several projects and customers at one time
• Ability to gather requirements and issue change orders and scopes for new and existing customers

Requirements

• 3+ years of professional consulting experience, ideally in a customer-facing role.
• Good understanding of support process and infrastructure
• Excellent instincts and ability to interface at Manager-Level with ease
• Excellent communication, interpersonal skills, and eloquent writing skills
• Empathy and a unique ability to understand customer needs
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
• Passionate about customer service and how it can transform businesses
• Strong project management skills and an ability to multitask without getting frazzled
• Love for teamwork and commitment to building a world-class, enterprise-class global zcustomer experience together
• Willing and able to travel up to 50%
• Bachelors Degree

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com . Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. Apply for this job