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Associate Services Consultant
hace 3 meses
Our Professional Services team plays a crucial role in supporting our diverse range of enterprise customers as they align their business requirements with Zendesk solutions. We are like the friendly faces welcoming you to the world of Zen(desk) - genuinely caring, patient, and highly organized.
We ensure a smooth onboarding experience for our enterprise customers by guiding them to effectively utilize, understand, and trust in our elegantly simple product. A Services Consultant serves as a facilitator for our customers - deeply committed to simplifying communication through exceptional customer service and recognizing its impact on fostering strong business relationships.
As part of a Paid Services project, Services Consultants are tasked with leading the design and setup of the Zendesk Product, following the Configuration Workbook and Design Workshops either remotely or on-site with a Customer and your Engagement Manager.
It is vital that you possess the ability to work autonomously, fulfill commitments to tasks and assigned work packages on a project. You will also be responsible for effectively executing Professional Services Launch Packages and optimizing services for existing customers within the defined scope, timeline, and budget.
Responsibilities:
- Provide guidance and education to Zendesk customers to offer proactive support during their onboarding and configuration processes
- Maintain in-depth knowledge of the entire Zendesk product range
- Collaborate on establishing top-notch customer service policies, procedures, and benchmarks
- Offer business consulting to customers, identify the business challenges being addressed, and configure Zendesk accordingly to meet and surpass expectations
- Conduct meetings following Zendesk methodology standards, both on-site and remotely
- Identify, communicate, and resolve complex issues efficiently
- Handle high-profile customer escalations in a manner that fosters confidence and strengthens customer loyalty
- Effectively manage competing priorities across multiple clients and projects to ensure timely completion of tasks and actions
- Gather requirements, issue change orders, and define scopes for new and existing customers
Requirements:
- Hold a Bachelor's Degree
- Have at least 3 years of professional consulting experience, preferably in a client-facing capacity
- Experience working on moderately complex customer projects involving SaaS product deployments - regardless of industry, or prior experience as a consultant at SaaS firms
- Demonstrate a good understanding of SaaS product implementation processes and infrastructure needs
- Possess excellent instincts and the ability to interact comfortably at the managerial level
- Exhibit strong communication skills, interpersonal finesse, and proficient writing abilities
- Show empathy and a distinctive talent for grasping customer requirements
- Display enthusiasm for technology with a proven technical aptitude; prior experience at a tech company or relevant consultancy would be beneficial
- Show passion for customer service and comprehend its potential in transforming businesses
- Have solid project management skills and the capacity to multitask effectively under pressure
- Be responsible for meeting billable utilization goals
- Embrace teamwork and dedication to creating a top-tier global customer experience
- Be willing and able to travel domestically up to 50%
While being digitally savvy is crucial, we value the physical space too. In this role, our hybrid model offers the best of both worlds: an engaging in-person experience filled with connectivity, collaboration, learning, and recognition, alongside the flexibility to work remotely part of the time. Candidates for this role must be present at our Mexico City office for a portion of the week. The specific in-office schedule will be determined by the hiring manager.
The Intelligent Core of Customer Experience
Zendesk software was crafted to bring a sense of tranquility to the turbulent realm of customer service. Presently, we facilitate billions of interactions with well-known and beloved brands.
At Zendesk, we are strong advocates of prioritizing digital-first customer experiences, and we enact this philosophy within our own workspace. Across the globe, over 5,000 employees collaborate from various locations like homes, co-working spaces, and Zendesk offices to work as one cohesive team.
Zendesk is dedicated to fostering diversity, equity, and inclusion in the workplace, reflecting our commitment to being an equal opportunity employer. Individuals seeking opportunities and those already part of the Zendesk team are evaluated based on their merits and abilities, without regard to various factors outlined by law. We are an employer that values diversity and inclusion. For further details on your rights related to Equal Employment Opportunity in the United States, please refer to the official resources.
Zendesk is committed to accommodating applicants with disabilities and veterans in compliance with applicable laws. If you require reasonable accommodations to facilitate your application submission, participation in pre-employment assessments, or any aspect of the selection process, kindly reach out to us with your specific accommodation needs.
