Principal Value Architect

Job Description

Zendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Value Architect. The Value Architect is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and hand in glove coaching of customers for wider communication of Value in their organization, C-Suite alignment, playback and detailed defensible Value Architecture.

A Value Architect at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C Value Cases, influences ARR, works in close partnership with sales, customer success, solutions consulting and enablement teams in a fast-paced, high-growth, rapidly changing environment and is a key catalyst in closing deals.

We’re looking for an experienced team player, innovative, and engaging. You should be well versed in customer support and contact centers, knowledgeable in the technology that supports contact centers, and comfortable helping other CX professionals set and achieve their various strategies,

The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer.

 
Responsibilities:

• Lead contact center Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders. Develop compelling recommendations and present them back to customer executive stakeholders

• Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups.

• Deep understanding of, and passion for, the customer lifecycle and managing the customer experience

• Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges.  Help customers/prospects develop integrated, omnichannel customer engagement strategies

• Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy

• Collaborate with the Success organization to recommend additional technology capabilities that will continue to drive value for our customers

• Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results

• Provide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate. 

• Leverage market/industry data to develop compelling content themes/topics for customer presentations

• Content creation and thought leadership content and deliver business enablement. 

• Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.)

• Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trends

Requirements:

• 15+ years of operational experience in customer support or contact centre roles, with at least half at senior/ senior management/ senior consultant level

• 5+ years of contact centre value consulting experience, ideally in the context of helping customer support organizations achieve their strategic objectives through the use of technology

• Strong knowledge of the technology and tools that support contact centers

• Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders 

• Deep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse calculate and identify key challenges and value opportunities from the data. 

• Experience performing detailed data analysis.

• Experienced in analytics within G-sheets or similar

• Experience addressing rapid growth and scale with a customer support organization

• Experience with customer service departments of varying sizes

• Excellent written and verbal communication and presentation skills

• Expert understanding of customer support and contact center financial concepts