Senior CX Acceleration Consultant

Overview

Zendesk is seeking an exceptional Zendesk Consultant to join the CX Accelerator Team. This role requires a deep expert in Zendesk products, hands-on configuration, and delivering innovative solutions within a startup-like, agile environment. The ideal candidate will work on client engagements for 4-6 weeks and be willing to travel as needed for customer engagements.

The Zendesk Consultant will help revolutionize customer experiences through optimized Zendesk implementations. Whether your background is in Assist Consulting, Professional Services Consulting, or as a tech-savvy Customer Success Manager, a customer-centric approach is essential to empower clients and transform their Zendesk ecosystems.

This role is suited for someone passionate about transforming customer experiences and ready to optimize Zendesk implementations to impact customer operations, offering personal and professional growth in a fast-paced environment.

• Client Engagement and Consultation:
  Collaborate with clients to understand customer experience objectives and Zendesk platform needs; lead discovery sessions to identify pain points and opportunities for optimization; provide guidance and actionable insights on best practices for utilizing Zendesk products.
• Hands-on Zendesk Configuration:
  Design, configure, and implement solutions tailored to client requirements using Zendesk out-of-the-box configurations; identify opportunities for integration with existing client systems and workflows; engage the necessary technical resources to support integrations and custom solutions.
• Project Management:
  Oversee all phases of client engagements from initial consultation through solution delivery; ensure projects are delivered on time and within scope; communicate effectively with clients and internal teams, providing regular updates and addressing issues.
• Training and Enablement:
  Conduct training sessions and workshops to empower clients to manage their Zendesk platforms; develop and deliver documentation and resources to support client self-sufficiency.
• Continuous Improvement:
  Gather and analyze client feedback to drive product and service enhancements; stay up-to-date with Zendesk innovations and industry trends to inform client solutions.
• Travel and On-Site Engagements:
  Be willing to travel to client sites as needed to facilitate face-to-face engagements and deliver personalized service.

• Technical Expertise:
  Extensive hands-on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI; strong understanding of customer support operations and CRM systems.
• Experience:
  
  Proven track record in roles such as Zendesk Consultant, Professional Services Consultant, or tech-savvy Customer Success Manager; experience working in an agile, startup-like environment is highly desirable.
• Communication and Interpersonal
  
  Skills:
  
  Excellent verbal and written communication skills, with ability to articulate complex solutions to diverse audiences; strong relationship-building skills and a customer-centric mindset.
• Problem-Solving Abilities:
  Demonstrated ability to think critically and creatively to solve complex client challenges; strong analytical and troubleshooting skills.
• Flexibility and Adaptability:
  Willingness to travel for client engagements as needed; ability to adapt to changing client needs and work environments.

We are an exciting new team within Zendesk operating in startup mode. You will help build this new working environment with us, founded on kindness, collaboration, encouragement, and support. Our team focuses on helping customers adapt to derive value from an evolving product in a dynamic market. This role places you at the center of Zendesk, interacting with multiple teams. We offer long-term career growth and benefits supporting physical and mental wellbeing.

Zendesk is an equal opportunity employer committed to fostering an inclusive and diverse workforce. We provide AI or automated decision screening where applicable and ensure fair hiring practices.

Compensation:
The US annualized OTE range for this position is $-$ with a 70/30 (base/commission) pay mix. Eligible for bonus, benefits, or related incentives. Offers depend on capabilities, experience, and location. Base salary details are shown without bonuses or incentives where applicable.

Hybrid:
This role combines onsite and remote work with a required in-office presence part of the week. Specific in-office schedules are determined by the hiring manager.

The intelligent heart of customer experience. Zendesk software powers billions of conversations with brands you know and love, and we enable a flexible hybrid work model across global offices.

Zendesk is an equal opportunity employer and is committed to global diversity, equity, and inclusion. We provide reasonable accommodations for applicants with disabilities upon request. For more information about EEO rights, please contact us as specified in the job posting.