Senior CX Acceleration Consultant

Job Description

Zendesk is seeking an exceptional Zendesk Consultant to become an integral part of our CX Accelerator Team. This pivotal role demands a deep expert in Zendesk products, capable of hands-on configuration and delivering innovative solutions within a startup-like, agile environment. The ideal candidate will demonstrate readiness and enthusiasm to work on client engagements for 4-6 weeks and be willing to travel where necessary for customer engagements.

In this capacity, the Zendesk Consultant will play a crucial role in revolutionizing customer experiences through optimized Zendesk implementations. Whether your background is rooted in serving as an Assist Consultant, a Professional Services Consultant, or a tech-savvy Customer Success Manager, your customer-centric approach will be essential in completing each engagement, ensuring that clients are empowered and fully satisfied with their transformed Zendesk ecosystems.

This role is perfect for someone passionate about transforming customer experiences and ready to take on the challenge of optimizing Zendesk implementations to impactfully transform customer operations and promises both personal and professional growth in a fast-paced and rewarding environment

Key Responsibilities:

Client Engagement and Consultation:

• Collaborate with clients to understand their customer experience objectives and Zendesk platform needs.

• Lead discovery sessions to identify pain points and opportunities for Zendesk optimization.

• Provide guidance and actionable insights to clients on best practices for utilizing Zendesk products.

Hands-on Zendesk configuration:

• Design, configure, and implement solutions tailored to client requirements based on Zendesk out-of-the-box configurations

• Identify opportunities for integration of Zendesk with existing client systems and workflows

• Engage the necessary technical resources (e.g.: TA) to support any requirements the customer has for consulting on integrations and custom solutions 

Project Management:

• Oversee all phases of client engagements, from initial consultation through to solution delivery.

• Ensure projects are delivered on time, within scope, and meet client expectations.

• Communicate effectively with clients and internal teams, providing regular updates and addressing any issues that arise.

Training and Enablement:

• Conduct training sessions and workshops for clients to empower them with the knowledge and skills to manage their Zendesk platforms effectively.

• Develop and deliver documentation and other resources to support client self-sufficiency.

Continuous Improvement:

• Gather and analyze client feedback to drive ongoing product and service enhancements.

• Stay up-to-date with the latest Zendesk innovations and industry trends to inform client solutions.

Travel and On-Site Engagements:

• Be willing to travel to client sites as needed to facilitate face-to-face engagements and deliver personalized service.

Key Requirements:

Technical Expertise:

• Extensive hands-on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI

• Strong understanding of customer support operations and CRM systems.

Experience:

• Proven track record in roles such as Zendesk Consultant, Professional Services Consultant, or tech-savvy Customer Success Manager.

• Experience working in an agile, startup-like environment is highly desirable.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills, with the ability to articulate complex solutions to diverse audiences.