Our Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk! We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, and organized!
We support enterprise customers as an extension of their teams by helping them to use, see, learn, and believe in our beautifully simple product. A Managed Services Consultant is an experience-maker for our customers - passionate about making communication easy through customer service and how doing that well can transform a businesses' relationships.
Managed Services Consultants will be responsible for supporting a portfolio of customers with Managed Services engagements. You will collaborate with your customers to manage a backlog of work for optimizing and maintaining their use of Zendesk products, consulting on best practice strategies and offering hands-on assistance. You will respond to reactive requests and offer proactive recommendations, ensuring your customers realize ongoing value from their services subscription and see the Managed Services team as an extension of their own.
Responsibilities:
Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business
Manage a backlog of work for your customer portfolio, scoping and prioritizing tasks within the hours available
Maintain product expertise across the Zendesk product line
Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products
Delegate customer requests to colleagues globally while maintaining accountability for quality and timeliness of work
Collaborate in establishing world-class customer service policies, processes and standards
Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to go above and beyond
Respond to high-profile, high-impact customer issues in a fashion that encourages confidence and continued customer dedication
Ability to manage competing priorities effectively across multiple customers, ensuring on-time completion of action items across the customer portfolio
Ability to estimate effort for customer requests and ensure deadlines are met and any delays raised
Requirements:
Bachelors Degree
3+ years of professional consulting or customer success experience, ideally in a customer-facing role
Good understanding of support process and infrastructure
Excellent instincts and ability to interface at Manager-Level with ease
Excellent communication, interpersonal skills, and eloquent writing skills
Empathy and an outstanding ability to understand customer needs
Enthusiastic about technology with demonstrated technical proficiency; experience at a technology company or relevant consultancy ideal
Passionate about customer service and how it can transform businesses
Strong project management and relationship management skills, and an ability to multitask without getting frazzled
Love for teamwork and dedication to building a world-class, enterprise-class global customer experience together
Willing and able to travel domestically up to 20%
About Zendesk - Champions of Customer Service Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com .
We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.
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 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 benefits@zendesk.com with your specific accommodation request.
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