Services Consultant

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 ​ 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 so ... (truncated, view full listing at source)