Job Description

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 businesses’ 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:

5+ 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 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 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
Willing and able to travel domestically up to 10%

The US annualized base salary range for this position is $90,000.00-$136,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 peopleandplaces@zendesk.com with your specific accommodation request.