Managed Services Consultant

About us:
Zendesk helps organizations who are obsessed with delighting their customers with phenomenal service experience. Some of the largest, digital native brands in the world trust Zendesk and its platform for retaining and growing their customer base. It is shaping the future of customer engagement with innovations across the platform. Zendesk also cares tremendously about its employees and it's why people love to work and build careers here.
We are a recognized leader in the customer engagement space. We are growing at over 30% YoY and our solution set continues to evolve allowing us to support the most pioneering, sophisticated, and ambitious businesses globally.
When our customers have questions about any of our products, they turn to our internal team of Customer Advocates who are hard workers at helping them resolve they need to improve their support operations, fast. And we are always on the lookout for a new talent
**Description**:
Our Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. We are the greeters to the house of Zen(desk) - genuinely detailed, patient, and organized.
We support enterprise customers as an extension of their teams by helping them to use, see, learn, and believe in our outstanding simple product. A Managed Services Consultant is an experience-maker for our customers - passionate about making communication easy through customer service and how doing that well can transform a businesses’ relationships.
Managed Services Consultants will be responsible for supporting a portfolio of customers with Managed Services engagements. You will collaborate with your customers to handle a backlog of work for optimizing and maintaining their use of Zendesk products, consulting on standard methodology for the best 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 a great extension of their own
**Responsibilities**:
- Handle a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business.
- Run 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 go above and beyond.
- Respond to high-profile, high-impact customer issues in a fashion that encourages confidence and continued customer dedication.
- Ability to manage challenging priorities effectively across multiple customers, ensuring timely completion of action items across the customer portfolio.
- Ability to estimate effort for customer requests and ensure deadlines are met and any delays raised.
**Requirements**:
- Bachelors Degree.
- 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 great writing skills.
- Compassion and an outstanding ability to understand customer needs.
- Enthusiastic about technology with demonstrated technical proficiency; experience at a technology company or relevant consultancy ideal.
- Passionate about to bring the best solution to the customers and how it can transform their businesses.
- Strong project management and relationship leadership skills, and an ability to multitask without getting frazzled.
- Love for partnership and dedication to building a world-class, enterprise-class global customer experience together.
- Willing and able to travel domestically up to 20%.
- Proficiency in English.
**About Zendesk - Champions of Customer Service**
We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.
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 prot

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