Managed Services Consultant
December 3
Description
• Support enterprise customers as an extension of their teams • Help them use, see, learn, and believe in our product • Collaborate with customers to manage a backlog of work for optimizing their use of Zendesk products • Offer hands-on assistance and best practice strategies • Respond to requests and offer proactive recommendations to realize ongoing value • Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn • Maintain product expertise across the Zendesk product line • Guide and educate customers for proactive assistance • Collaborate in establishing world-class customer service policies, processes, and standards • Provide business consultation for customers and capture the business problem we are solving together • Respond to customer escalations to inspire confidence and loyalty • Ability to manage competing priorities effectively across multiple customers
Requirements
• Bachelors Degree • 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 20%
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