Client Services Associate

hace 2 meses

Ciudad de México, Ciudad de México Zendesk A tiempo completo
Job Overview

The Professional Services division at Zendesk is dedicated to guiding our diverse range of enterprise clients as they align their various business requirements with our solutions. We pride ourselves on being the welcoming committee to the world of Zendesk - genuinely empathetic, patient, and methodical.

Our mission is to facilitate a seamless onboarding experience for our enterprise clients, empowering them to utilize, understand, and appreciate our elegantly simple product. As a Services Consultant, you will be a creator of exceptional experiences for our clients, driven by a passion for enhancing communication through superior customer service, and recognizing how effective service can revolutionize business relationships.

In the context of a Paid Services engagement, Services Consultants will take charge of designing and configuring the Zendesk Product in accordance with the Configuration Workbook and Design Workshops, whether remotely or on-site with clients and your Engagement Manager.

Your capability to work autonomously and adhere to commitments regarding tasks and assigned work packages is crucial. You will also regularly implement Professional Services Launch Packages and optimize existing customer engagements efficiently within the defined scope, timeline, and budget.

Key Responsibilities:

  • Educate and support Zendesk clients, providing proactive assistance during their onboarding and configuration processes.
  • Maintain a high level of product knowledge across the entire Zendesk suite.
  • Collaborate to establish exemplary customer service policies, processes, and standards.
  • Deliver business consultations to clients, capturing the business challenges we are addressing together, and configuring their Zendesk to meet and exceed their expectations.
  • Conduct meetings both on-site and remotely, adhering to Zendesk's methodology standards.
  • Identify, communicate, and resolve complex issues effectively.
  • Address high-profile customer escalations in a manner that fosters confidence and ongoing customer loyalty.
  • Manage competing priorities efficiently across multiple clients and projects, ensuring timely completion of action items across the project portfolio.
  • Oversee projects according to timelines based on the provided scope, ensuring deadlines are met and any delays are escalated appropriately.
  • Gather requirements and issue change orders and scopes for both new and existing clients.

Qualifications:

  • Bachelor's Degree.
  • 3+ years of professional consulting experience, preferably in a client-facing capacity.
  • Experience with medium to low complexity customer engagements deploying SaaS products; prior consulting experience at SaaS companies is advantageous.
  • Solid understanding of the SaaS product implementation process and its infrastructure requirements.
  • Strong interpersonal skills with the ability to engage at the Manager level effortlessly.
  • Exceptional communication, interpersonal, and writing skills.
  • Empathetic with a keen ability to comprehend client needs.
  • Enthusiastic about technology with demonstrated technical proficiency; experience in a technology firm or relevant consultancy is ideal.
  • Passionate about customer service and its potential to transform businesses.
  • Strong project management abilities and capacity to multitask without becoming overwhelmed.
  • Accountable for achieving billable utilization targets.
  • Commitment to teamwork and building a world-class, enterprise-level global customer experience.
  • Willingness to travel domestically as required.
Work Environment:

While we embrace a digital-first approach, it does not mean we are digital-only. This role is designed to provide a rich onsite experience filled with connection, collaboration, learning, and celebration, while also allowing flexibility for remote work during part of the week. Attendance at our local office is required on a regular basis, with the specific in-office schedule determined by the hiring manager.

Zendesk software is crafted to instill a sense of calm in the often chaotic realm of customer service. Today, we facilitate billions of conversations with renowned brands.

Zendesk is committed to providing our employees with a fulfilling and inclusive experience. Our hybrid work model enables us to come together in person at one of our many offices worldwide to connect, collaborate, and learn, while also allowing for flexibility to work remotely.

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