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.
As a Managed Services Consultant, you will collaborate with a portfolio of customers, managing a backlog of tasks aimed at optimizing, maintaining, and expanding their use of our innovative product. You will respond to reactive requests, provide proactive recommendations, and ensure that customers derive continuous value from their services subscription.
What you'll be doing:
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- Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business.
- Maintain product expertise across our product line.
- Provide proactive assistance to customers as they maintain and optimize their use of our 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 product to meet and exceed expectations.
- Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty.
- Manage competing priorities effectively across multiple customers, ensuring on-time completion of action items across the customer portfolio.
- Estimate effort for customer requests and ensure deadlines are met and any delays escalated.
What you bring to the role:
- 5+ years of professional consulting or customer success experience, ideally in a customer-facing role. Experience in managed services, professional services, solutions consulting, or pre-sales of a computer software product is highly desirable.
- Empathy and a unique ability to understand customer needs.
- Good understanding of product support process and infrastructure.
- Excellent instincts and ability to interface at Manager-Level with ease.
- Excellent communication, interpersonal skills, and eloquent writing skills (English).
- Experience working successfully with customers from Australia/New Zealand as well as the broader Asian market.
- Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is 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.
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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.
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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and were 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.