Senior Managed Services Consultant

By clicking âApply Now,â I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendeskâs Candidate Privacy Notice.

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 businessesâ 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:

• Bachelors Degree

• 5+ years of professional consulting or customer success experience, ideally in a customer-facing role

• Empathy and a unique ability to understand customer needs

• 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 (English)

• Experience working successfully with customers from Australia/New Zealand as well as the broader Asian market.

• 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

#LI-ESKD

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.

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.

About Zendesk - Champions of Customer Service

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 experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre 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.

Zendesk crée des logiciels pour de meilleures relations avec les clients. Nous donnons aux organisations le pouvoir d'améliorer l'engagement envers leurs clients et de mieux les comprendre. Les produits de Zendesk sont faciles à utiliser et à implémenter. Ils donnent à nos clients la souplesse d'agir rapidement, la possibilité de se concentrer sur l'innovation et de suivre la croissance de l'entreprise.

Plus de 150 000 clients payants utilisent les produits Zendesk dans plus de 150 pays et territoires. Situé à San Francisco, Zendesk est actif aux Ãtats-Unis, en Europe, en Asie, en Australie, et en Amérique du Sud.

Vous êtes curieux à propos de notre implication dans la communauté? Découvrez la fondation Zendesk Neighbor Foundation pour en apprendre plus et comprendre notre contribution dans nos communautés.

Zendesk est un employeur promouvant lâégalité des chances dâemploi et nous sommes fiers de nos efforts continus pour favoriser la diversité globale, lâéquité et lâinclusion en milieu de travail. Les décisions d'embauche sont prises selon des critères professionnels sans égards à la race, l'origine ethnique, la couleur, la religion, le genre, l'orientation sexuelle, l'identité de genre, le statut d'état civil, l'âge, l'information génétique, le pays d'origine, les handicaps, le statut de militaire ou de vétéran ou d'autres classifications protégées par la loi applicable.

En soumettant votre application, vous acceptez que Zendesk puisse collecter vos données personnelles pour le recrutement, la planification mondiale de l'organisation et des usages connexes. L'Avis de confidentialité du Candidat Zendesk explique quelles informations personnelles Zendesk peut traiter, où Zendesk peut traiter ces informations personnelles, ses raisons pour traiter ces informations personnelles et les droits que vous pouvez exercer quant à l'utilisation de Zendesk de vos informations personnelles.