Associate Services Consultant

hace 1 mes

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

At Zendesk, we're seeking a highly skilled Customer Service Expert to join our Professional Services team. As a key member of our team, you will play a crucial role in advising and guiding our enterprise customers as they map their business needs to our platform.

We're looking for someone who is passionate about making communication easy through customer service and how it can transform businesses. As a Customer Service Expert, you will be responsible for driving the design and configuration of our product based on the customer's specific needs.

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.

Key Responsibilities:

  • Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk
  • Maintain product expertise across the Zendesk product line
  • Collaborate in establishing world-class customer service policies, processes, and standards
  • Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
  • Conduct meetings onsite and remotely according to the Zendesk 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
  • Ability to manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio
  • Ability to manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated
  • Ability to 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 - any kind of business or should have experience working as consultant at SaaS companies
  • Good understanding of SaaS product implementation process and infrastructure requirements - what kind of support?
  • 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; experience at a technology company or relevant consultancy ideal
  • 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 together
  • Willing and able to travel domestically up to 50%

Where We Work:

We're a digital-first company that values flexibility and work-life balance. As a Customer Service Expert, you will have the opportunity to work remotely for part of the week and attend our Mexico City office on a weekly basis. This role requires physical presence in Mexico City (CDMX) or Mexico State (Estado de Mexico).

At Zendesk, we believe 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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