Senior Technical Business Consultant

Job Description

Business Consultant

Position Overview

As a Business Consultant, you will be instrumental in advising our top 3,000 customers and prospects, helping them unlock the full potential of our AI-powered CX platform to drive measurable business outcomes. Simultaneously, you will empower our sales organization to exceed their sales and customer retention targets through best practices and strategic guidance.

Your primary objectives are twofold:

Customer Advisory: Guide our top 3,000 customers and prospects on leveraging the Zendesk AI-powered CX platform to transform their businesses. Help them achieve measurable results by enhancing customer and employee experiences, improving operational efficiency, and reducing costs. Sales and Retention: Strengthen our sales organization’s ability to sell the value of Zendesk’s AI-powered CX platform. Through direct customer engagement and knowledge sharing, you will enhance sales execution, drive new bookings and customer retention, and increase win rates and deal sizes.

Main Responsibilities

• Engage Strategically: Proactively work with our top 3,000 customers and prospects to help them achieve tangible business results through our AI-powered CX platform.
• Drive Sales & Retention: Achieve your bookings and retention goals while enabling the sales organization to effectively articulate and sell the value of our platform.
• Lead Consulting Engagements: Provide scalable and tailored consulting engagements to meet customer needs, including prescriptive recommendations backed by compelling business cases and ROI analysis. Aim to leverage Innovation Days as the conclusion of these engagements.
• Master Zendesk AI Solutions: Develop deep expertise in Zendesk’s AI solutions focused on customer and employee transformation, understanding their business impact, practical applications and use cases, product capabilities, and integration with technology partners and service offerings.
• Define Success Criteria & Value Realization: Collaborate with customers to understand their business objectives and challenges, developing clear success criteria for their transformation initiatives and value realization.
• Support Implementation & Change Management: Work alongside our Professional Services teams to define implementation and change management plans that foster customer confidence and long-term success.
• Manage Senior-Level Relationships: Cultivate and maintain leadership-level client relationships becoming a trusted advisor in defining and quantifying the value of their business transformation.
• Collaborate Across Teams: Work seamlessly with Solutions Consultants, Product Specialists, Customer Success, Services and Product Management to resolve customer challenges and drive adoption.
• Handle Multiple High-Stakes Projects: Manage multiple strategic customers and complex projects simultaneously while maintaining quality and impact.
• Enhance Best Practices & Sales Execution: Contribute to best-practice initiatives aimed at improving sales effectiveness, product offerings, service methodologies, and intellectual capital.
• Act as a Thought Leader: A thought leader advising customers and mentoring colleagues, delivering insights, shaping strategy, and strengthening industry leadership.
• Identify Process Improvement Opportunities: Regularly identify and recommend areas for process improvements within customer organizations that align with the capabilities of the Zendesk platform.
• Support Zendesk Partners: Work closely with Zendesk partners to ensure consistent customer engagement methodologies aligned with Zendesk principles.

Qualifications

• Education: Bachelor's degree in Business, Engineering, Computer Science, or a related field (MBA or advanced degree preferred).
• Proven Track Record: Demonstrated success in consistently exceeding customer requirements and business targets.
• Industry Experience:
  • 10+ years in consulting services within customer service or customer experience domains.
  • 3+ years of experience with artificial intelligence technologies and their practical applications in customer service and agent experience enhancement.
• Leadership & Influence: Strong ability to adapt to diverse stakeholder needs, drive impact through collaboration, and inspire confidence at all levels.
• Client Management Expertise: Exceptional instincts for client relationship management, with the ability to engage effectively at the executive level.
• Communication & Facilitation: Outstanding written and verbal communication skills,