Implementation Consultant

Our Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. We get enterprise organizations on-boarded quickly and easily by helping them to use, see, learn, and believe in Zendesk. A Services Consultant is an experience-maker for Zendesk customers - passionate about making communication easy through customer service and how doing that well can transform a businesses’ relationships.

Services Consultants will be responsible for driving the design and configuration of the Zendesk Product based on the Configuration Workbook and Design Workshops either remote or onsite with a Customer and your Engagement Manager. Your ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical.

Responsibilities

Guide and educate Zendesk customers using the Envoy Success Methodology and Framework to give them proactive assistance as they onboard and configure their Zendesk Maintain product expertise across the Zendesk product line 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 Conduct meetings onsite and remotely according to the Envoy Customer Success methodology standards Perform issue identification, communication, and resolution for moderately complex issues Respond to high-profile, high-impact customer escalations in a fashion that encourages confidence and continued customer loyalty Ability to manage competing priorities effectively across multiple customers and projects, ensuring timely completion of action items across the project portfolio Ability to manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated Ability to capture requirements and issue change orders and scopes for new and existing customers Translating client goals and success criteria into a design according to scope Asking questions and digging into the customer’s specific use-cases, capturing the business problem that you are solving together Running Design & Configuration sessions with customers (onsite or remote) Recommending best practices in alignment with client’s organizational and functional requirements Preparing and presenting Functional Design Documentation to different levels of the client’s organization Configuring the Zendesk application to support the customer’s needs and help to drive value in their organization Conducting virtual meetings, training, and knowledge transfer sessions according to our Customer Success methodology Requirements Bachelor's Degree 3+ years of professional consulting experience, ideally in a customer-facing role.

Good understanding of support process and infrastructure Ability to regularly achieve utilization target 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 Passionate 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 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%