Job Description

Our Professional Services team advises and guides our wide array of customers as they map any number of business needs to Zendesk.

We get our customers on-boarded quickly and easily by helping them to adopt, see, learn, and believe in our beautifully simple product. A 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.

Within a Paid Services engagement Services Consultants will be responsible for driving the design and configuration of the Zendesk Resolution Platform based on the Configuration Workbook and Design Workshops. You will act as a technical expert and trusted advisor, guiding customers through complex configurations with agility and precision.

Your strong consulting skills and project management expertise will ensure seamless integration and optimization of AI solutions, driving transformative business outcomes.

Overarching Objective For The Role:

• Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk solutions, ensuring customers realize measurable business impact from initial deployment through scale

• Be the customer’s technical expert. Turn goals into the right configuration, integrations, and design choices, and remove blockers fast.

• Lead smooth, on-time delivery. Run projects end-to-end with clear scope, timelines, and stakeholder alignment to deliver reliably.

Responsibilities:

• Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk instance

• Maintain product expertise across the Zendesk product line

• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations

• Deliver consultative sessions to ensure smooth adoption and integration of Zendesk solutions within customer organizations.

• Conduct meetings onsite and remotely according to the Zendesk methodology standards

• Maintain high levels of customer satisfaction, contributing to customer retention and potential upsell opportunities.

• Perform issue identification, communication, and resolution for complex issues

• Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty

• Work closely with internal teams, including Customer Success and Sales, to ensure alignment on the customer’s Roadmap and address any technical challenges that would block the customer from adopting Zendesk.

• Manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated, maintaining high standards of quality

• Gather requirements and issue change orders and scopes for new and existing customers according to the process

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Skills and Expertise

• Strong consulting skills with the ability to assess client needs, develop strategic solutions, and provide expert guidance throughout the project lifecycle.

• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.

• Project Management: Oversee the planning, execution, and delivery of AI projects, ensuring they are completed on time, within scope, and meet quality standards.

• Technical Proficiency in AI: Deep understanding of AI technologies and Zendesk products, with the ability to implement and optimize these solutions effectively.

• Agility and Adaptability: Ability to work effectively in diverse, global and dynamic environments, adapting to changing client needs and industry trends.

• Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to identify challenges and develop innovative solutions.

• Continuous Learning: Commitment to staying updated on the latest AI trends and advancements, ensuring the delivery of cutting-edge solutions to clients.

Requirements:

• Bachelor's Degree

• 3+ years of professional consulting experience in the technology/SaaS industry in a customer-facing role

• Experience working on customer engagements deploying SaaS products

• Good understanding of SaaS product implementation process

• Full proficiency in English language

• Advanced degrees, certifications in AI strategy or project management preferred

• Excellent collaboration and cross-functional influence skills

• Excellent instincts and ability to interface at Manager-Level with ease

• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders

• Excellent communication, interpersonal skills, and eloquent writing skills

• Empathy and a unique ability to understand customer needs

• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal

• Passionate about customer service and how it can transform businesses

• Strong project management 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 manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.