Job Description
Senior Services Consultant
What you'll be doing
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, and organized.
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 a Paid Services engagement Senior 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 Launch Packages and existing customer Optimizations effectively within scope, time, and budget.
1. Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk.
2. Maintain product expertise across the Zendesk product line.
3. Collaborate in establishing world-class customer service policies, processes, and standards.
4. Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations.
5. Conduct meetings onsite and remotely according to the Zendesk methodology standards.
6. Perform issue identification, communication, and resolution for complex issues.
7. Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty.
8. Ability to manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio.
9. Ability to manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated.
What you bring to the role
1. Bachelor's Degree.
2. Professional consulting experience, ideally in a customer-facing role.
3. Fluent in German, with strong verbal and written communication skills.
4. Experience working on highly complex customer engagements.
5. Good understanding of support processes and infrastructure.
6. Excellent instincts and ability to interface at Manager-Level with ease.
7. Excellent communication, interpersonal skills, and eloquent writing skills.
8. Empathy and a unique ability to understand customer needs.
9. Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal.
10. Passionate about customer service and how it can transform businesses.
11. Strong project management skills and an ability to multitask without getting frazzled.
12. Be accountable for billable utilization targets.
13. Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together.
14. Willing and able to travel domestically up to 50%.
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.
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.
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.
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