Job Description

Our Professional Services team guides our wide array of 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 support and how doing that well can transform a business’s relationships.

Managed Services Consultants will be supporting a portfolio of customers with Managed Services engagements. You will collaborate with your customers to be accountable for a backlog of work to optimize and maintain their use of Zendesk products and features, consult on standard methodology strategies, and offer 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 a supplement of their own.

What you'll be doing

• Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business whilst handling a backlog of work for your customer portfolio, 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 the quality and timeliness of work

• Collaborate in establishing premier customer service policies, processes, and standards

• Provide business consultation for customers, assemble the business problem we are solving together, and configure their Zendesk to go above and beyond

• Respond to high-profile, high-impact customer critical issues in a fashion that encourages confidence and continued customer dedication

What you bring to the role

Basic Qualifications:

• 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 a unique ability to understand customer needs

• Passionate about customer service and how it can transform businesses

• Strong project management and relationship leadership skills, and an ability to multitask without getting frazzled

• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together

• Ability to travel internationally 10% of the time

Preferred Qualifications:

• Enthusiastic about technology with confirmed technical curiosity; experience at a technology company or relevant consultancy ideal

• Zendesk knowledge/experience

• Experience with SaaS product/platform

• Speak another language (ex: French, German)

Where We Work

We embrace a hybrid way of working that brings out the best of both worlds. Our teams come together in the office (Lisbon, Rato) to enjoy our great space, connect in person, spark collaboration, learn from one another, and celebrate wins—while also having the flexibility to work from home part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

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 purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.