Job Description
Onboarding is one of the most critical moments in the customer's life cycle. This is where all that we’ve assured them through the sales process is put to the test. A great, good, or bad experience will have a huge impact on the success of our customers and the joy we can bring to their customer service.
Working as part of our Professional Services function, our Service Consultants clarify the customers objectives, define the project scope and guide them through an onboarding experience that translates business needs and processes into product/technical solutions with defined outcomes.
The Service Consultant is a high impact role directly on the frontline assisting our Customers to implement Zendesk products into their customer support & service operations whilst setting and managing the expectations that go with that.
KEY RESPONSIBILITIES
Be a product expert and super-user, maintain deep understanding of the Zendesk product suite, focusing on AI agents and associated tools
Maintain deep understanding of how Zendesk manages conversation workflows and data (Zendesk Messaging)
Lead on the delivery of customer implementations through all phases of the onboarding journey: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize and closure
Clarify the customer vision and drivers for automation linked to their pain points, objectives and KPIs
Assist the customers’ team in use case discovery and mapping of processes to be automated
Own the solution design and guide the customer through the process of building their AI agent, providing recommendations and insights on best practice into conversational design
Provide guidance on strategies to support effective change and release management across sandbox and production environments
Partner with Technical Architects to assist customers in the design and implementation of conversational flows that leverage API integrations
Support the design of test strategies to ensure customers are able to effectively test the operation of their AI agents prior to launch, providing good coverage across all use cases
Provide a level of quality assurance to ensure the implementation of efficient and effective AI agent solutions, optimised for the channels and languages to be supported
Support and assist customer launch activities, to enable a successful go-live event
Manage a controlled closure for onboarding projects, incorporating a Success Onboarding Review (SOR) and the transition to a ‘BAU’ operational state for the customer (customer journey ‘Adoption’ stage)
Manage an effective handover to the Customer Success team, contributing to the creation of an initial success plan to act as the roadmap for continuous improvement
Develop and promote best practices for existing and new features, ensuring knowledge is captured and shared for use internally (Zendesk service delivery and customer success teams) and externally (customers and partners)
Bring valuable product insights back into the product organization, to drive product improvement and innovation
Collaborate with internal teams including Enablement and GTM, to showcase innovative use cases of our product
KEY SKILLS
2 + years of experience in CX automation, client onboarding, service delivery or solution consulting at a technology / SaaS company
Hands-on experience with CRMs (e.g. Zendesk, Salesforce etc) related to their use for managing customer support / service solutions to underpin CX strategies
Good understanding of technical & solution architecture concepts, including APIs
Applied business analysis skills and experience, used to map business processes, elicit / document customer requirements and scope projects
Solid project management skills to scope, plan, prioritise and track work, keeping stakeholders updated on progress
Applied experience in the design and implementation of chatbot solutions providing rich and engaging CX experiences, including conversational design best practices
Analytically minded, with the ability to leverage complex data insights to suggest improvements to solution designs and enhance operational effectiveness / efficiency
Excellent relationship management and communication skills (written and verbal), with ability to set and manage expectations across a diverse range of stakeholders
Focus on service quality and customer satisfaction
Strong coaching and troubleshooting skills
Work Location & Hours Expectations:
We recommend being in the office 2 to 3 times per week to foster collaboration and teamwork. However, flexibility is provided based on business needs
Working hours may need to be adjusted to match customer time zones where necessary, ensuring effective communication and project delivery
Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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 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.
Zendesk is an equal opportunity employer, and we’re 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 [email protected] with your specific accommodation request.
