Customer Experience Consultant

hace 3 semanas

Xico, México Zendesk A tiempo completo
Job Description

Our Professional Services team at Zendesk advises and guides our enterprise customers as they map their business needs to our platform. We are the experts who help our customers get the most out of our software.

We are looking for a Customer Experience Consultant to join our team. As a Consultant, you will be responsible for driving the design and configuration of our product based on the customer's needs. You will work closely with our customers to understand their business requirements and provide them with proactive assistance as they onboard and configure our platform.

Responsibilities:

  • Guide and educate customers on how to get the most out of our platform
  • Maintain product expertise across our product line
  • Collaborate in establishing world-class customer service policies, processes, and standards
  • Provide business consultation for customers and configure our platform to meet their needs
  • Conduct meetings onsite and remotely according to our methodology standards
  • Perform issue identification, communication, and resolution for complex issues
  • Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
  • Manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items
  • Manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated
  • Gather requirements and issue change orders and scopes for new and existing customers

Requirements:

  • Bachelor's Degree
  • 3+ years of professional consulting experience, ideally in a customer-facing role
  • Experience working on medium to low complex customer engagements deploying SaaS products
  • Good understanding of SaaS product implementation process and infrastructure requirements
  • 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
  • Passionate about customer service and how it can transform businesses
  • Strong project management skills and an ability to multitask without getting frazzled
  • Be accountable for billable utilization targets
  • Love for teamwork and commitment to building a world-class, enterprise-class global customer experience

Where We Work:

We are a digital-first company that values flexibility and work-life balance. Our hybrid experience is designed to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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 - while also giving our people the flexibility to work remotely for part of the week.

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