Customer Experience Consultant

hace 5 días

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

We are seeking a highly skilled Customer Experience Consultant to join our Professional Services team at Zendesk. As a key member of our team, you will play a critical role in advising and guiding our enterprise customers as they map their business needs to our platform.

Your primary responsibility will be to drive the design and configuration of our product based on the customer's specific requirements. This will involve collaborating with our customers and engagement managers to ensure seamless onboarding and configuration of our platform.

You will be responsible for executing on Professional Services Launch Packages and existing customer optimizations effectively within scope, time, and budget. Additionally, you will maintain product expertise across our product line and collaborate in establishing world-class customer service policies, processes, and standards.

Key Responsibilities:

  • Guide and educate customers to give them proactive assistance as they onboard and configure 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, capture the business problem we are solving together, and configure our platform to meet and exceed expectations
  • 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
  • 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 experience working as a consultant at SaaS companies
  • 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; 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 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).

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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