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Job Description
Senior Services Consultant
What you'll be doing
1. Advise and guide enterprise customers as they map business needs to Zendesk.
2. On-board customers quickly by helping them to use, see, learn, and believe in our product.
3. Drive the design and configuration of the Zendesk Product based on the Configuration Workbook and Design Workshops.
4. Execute on Professional Services Launch Packages and existing customer Optimizations effectively within scope, time, and budget.
5. Guide and educate Zendesk customers in onboarding and configuration.
6. Maintain product expertise across the Zendesk product line.
7. Collaborate in establishing customer service policies, processes, and standards.
8. Provide business consultation for customers and configure their Zendesk to meet and exceed expectations.
9. Conduct meetings onsite and remotely according to Zendesk methodology standards.
10. Identify, communicate, and resolve complex issues.
11. Respond to high-profile customer escalations to inspire confidence and loyalty.
12. Manage competing priorities effectively across multiple customers and projects.
13. Ensure projects are managed to a timeline and deadlines are met.
What you bring to the role
1. Bachelor's Degree.
2. Professional consulting experience in a customer-facing role.
3. Fluency in German with strong communication skills.
4. Experience working on complex customer engagements.
5. Good understanding of support processes and infrastructure.
6. Excellent communication and interpersonal skills.
7. Empathy and ability to understand customer needs.
8. Enthusiastic about technology with demonstrated technical aptitude.
9. Passionate about customer service and its transformative power.
10. Strong project management skills and ability to multitask.
11. Accountability for billable utilization targets.
12. Willingness to travel domestically up to 50%.
About Zendesk - Champions of Customer Service
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to connect, collaborate, and learn while giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to any characteristic protected by applicable law.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities. If you require an accommodation to submit this application, please send an e-mail to peopleandplaces@zendesk.com with your specific request.
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