Services Consultant

Job Description

The Zendesk Professional Services team advises and guides our wide array of customers as they map their business needs to Zendesk.

Services Consultants are a key part of the Zendesk Professional Services delivery team, crafting solutions around every customer's unique business, need and goal.

Who we're looking for

The Services Consultant we are looking for is a fluent communicator and relationship-builder, experienced in translating business requirements into technical solutions, passionate about setting up and configuring off-the-shelf software, with enough technical knowledge to tackle some techy questions.

The ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical.

What you'll be doing

Understanding customer’s functional and technical requirements, with the objective of mapping them to business minded goals wrapped around Zendesk functionality.

You will provide recommendations based on your technical knowledge and experience, and be ultimately responsible for definition, documentation, and execution of the appropriate technical solutions.

Services Consultants are responsible for driving engagements around design and configuration of the Zendesk platform, producing and maintaining functional and technical documentation, remote or onsite, with our customers, working alongside our project leads and teams.

You will work alongside a Zendesk Professional Services project team - including Engagement Managers, Technical Architects, Developers, Quality Assurance Analysts - on various activities within a customer engagement, acting as solution designer and owner.

As part of your day-to-day job you will :

Ask questions and dig into the customer’s use-case, capture the business problem we are solving together, and finally design their Zendesk in order for the customer to be successful.

Lead and / or participate in design and configuration sessions / workshops with customers and partners.

Produce Functional and Technical Design Documents, Configuration Workbooks.

Lead or support the customer in the functional design and configuration of Zendesk.

Support the development and testing of custom solutions, working closely with Zendesk Technical Architects, Developers, and Quality Assurance Analysts on defect resolution.

Conduct functional training sessions, handover sessions and knowledge transfer sessions.

Liaise and communicate with the Zendesk Engagement Manager on project status, issues, and remaining effort on project deliverables.

Lead, contribute or participate on several projects concurrently.

Maintain product expertise across the entire Zendesk product line.

Respond to high-profile, high-impact customer escalations in a confident manner.

Support the pre-sales team in gathering technical requirements and providing solutions and estimates to customers.

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

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

Manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated

Gather requirements and issue change orders and scopes for new and existing customers

Contribute to and be measured on Zendesk Professional Services revenue and utilisation targets

What you bring to the role

2+ years of professional consulting experience, ideally in a customer-facing role

Experience working on fast paced environments and complex customer engagements

Good understanding of Customer Service or Customer / Employee Support operations and processes

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

Strong 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

Willing and able to travel within EMEA region up to 50%

Basic Qualifications :

Bachelor's degree

Fluent in English and one or more European languages

Familiarity with Customer Support or Customer Management software

Preferred Qualifications :

Experience on Zendesk configuration and implementation approaches

Experience with Zendesk Technical Capabilities (SSO, API, SDKs etc.)

Experience with Design Systems and Tools (Postman, Swagger, Figma, Lucid etc.)

Zendesk Support Administrator Expert Certification

Familiarity with a frontend programming language / framework (JavaScript, React, VueJs, JQuery, etc)

Where We Work

In this role, you’ll work primarily remotely (from one of the countries where this role is posted) with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

The Poland annualized base salary range for this position is zł159,000.00-zł239,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

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.