Senior CX Acceleration Consultant

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

Key Responsibilities

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

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.

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.

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

Strong relationship-building skills and a customer-centric mindset.

Demonstrated ability to think critically and creatively in solving complex client challenges.

Strong analytical and troubleshooting skills.

Experience traveling for client engagements as needed; ability to adapt to changing client needs and work environments.

Why Work With Us?

We are basing this team on kindness, collaboration, encouragement and support.

Our team thrives on helping customers adapt, so they can get value from an ever-evolving product, in a dynamic market.

This role has you in the centre of Zendesk, interacting with all of the different teams!

We believe in long-term career growth with phenomenal benefits that support both physical and mental wellbeing.

The US annualized OTE (On Target Earnings) range for this position is $186,000.00–$280,000.00 with a pay mix of 70 / 30 (base / commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job-related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commission-based roles), and do not include bonus, benefits, or related incentives.

Equal Opportunity Employer

Zendesk is an equal-opportunity employer committed to fostering an inclusive and diverse workforce. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA / EEO / Veterans / Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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