CX Acceleration Consultant

CX Acceleration Consultant – Zendesk Zendesk is seeking an exceptional Zendesk Consultant to become an integral part of our CX Accelerator Team. This pivotal role demands deep expertise in Zendesk products, hands‑on configuration skills, and the ability to deliver innovative solutions within a startup‑like, agile environment. The ideal candidate will be ready to work on client engagements for 4‑6 weeks and be willing to travel as required. Key Responsibilities Client Engagement and Consultation Collaborate with clients to understand their customer experience objectives and Zendesk platform needs. Lead discovery sessions to identify pain points and opportunities for Zendesk optimization. Provide guidance and actionable insights on best practices for utilizing Zendesk products. Hands‑On Zendesk Configuration Design, configure, and implement solutions tailored to client requirements based on Zendesk out‑of‑the‑box configurations. Identify opportunities for integrating Zendesk with existing client systems and workflows. Engage necessary technical resources to support consulting on integrations and custom solutions. Project Management Oversee all phases of client engagements, from initial consultation through to solution delivery. Ensure projects are delivered on time, within scope, and meet client expectations. Communicate effectively with clients and internal teams, providing regular updates and addressing any issues. Training and Enablement Conduct training sessions and workshops for clients to empower them to manage their Zendesk platforms effectively. Develop and deliver documentation and resources to support client self‑sufficiency. Continuous Improvement Gather and analyze client feedback to drive ongoing product and service enhancements. Stay up‑to‑date with the latest Zendesk innovations and industry trends to inform client solutions. Travel and On‑Site Engagements Be willing to travel to client sites as needed to facilitate face‑to‑face engagements. Key Requirements Technical Expertise Extensive hands‑on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI. Strong understanding of customer support operations and CRM systems. Experience Proven track record in roles such as Zendesk Consultant, Professional Services Consultant, or Customer Success Manager. Experience working in an agile, startup‑like environment is highly desirable. Communication and Interpersonal Skills Excellent verbal and written communication skills, with the ability to articulate complex solutions to diverse audiences. Strong relationship‑building skills and a customer‑centric mindset. Problem‑Solving Abilities Demonstrated ability to think critically and creatively in solving complex client challenges. Strong analytical and troubleshooting skills. Flexibility and Adaptability Experience traveling for client engagements as needed. Ability to adapt to changing client needs and work environments. Benefits We are basing this team on kindness, collaboration, encouragement, and support. Our team thrives on helping customers adapt so they can get value from an ever‑evolving product. You will be at the centre of Zendesk, interacting with all of the different teams. We believe in long‑term career growth with phenomenal benefits that support both physical and mental wellbeing. Work Arrangement – Hybrid This role is hybrid; you will be expected to work from our local office in Mexico City (CDMX) or Mexico State (Estado de Mexico) part of the week, with remote work permitted for the remaining days. The specific in‑office schedule will be determined by the hiring manager. Location Requirement Anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico). Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Consulting, Information Technology, and Sales Industries Software Development Why Work With Us? Zendesk is designed to bring calm to the chaotic world of customer service. We power billions of conversations with brands you know and love. Equal Opportunity Employer Zendesk is an equal‑opportunity employer committed to fostering an inclusive and diverse workforce. We comply with all applicable equal‑employment‑opportunity laws and are proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Anyone seeking employment or employed at Zendesk is 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/Disabled/Veterans employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. We endeavour to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you need a reasonable accommodation, please email with your specific request. #J-18808-Ljbffr