Managed Services Consultant

Job Description

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 and our internal team - passionate about making communication easy through customer service and how doing that well can transform a businesses’ relationships. You will collaborate with your portfolio of customers to manage a backlog of work for optimizing, maintaining and growing 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 meet and exceed expectations

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

• 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 escalated

Requirements:

• 5+ 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

• 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 and relationship 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

• Willing and able to travel domestically up to 10%

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.