Zendesk Services Consultant

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