Senior CX Acceleration Consultant

Zendesk Brasil Software Corporativo LTDA (Brazil); São Paulo; Hybrid; BRL 449,000 - 649,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk is seeking a Zendesk Consultant to join our CX Accelerator Team. This role requires hands-on configuration expertise, strong SAP knowledge of Zendesk AI products, and a customer-centric mindset to drive optimized Zendesk implementations across client engagements.

Flexibility to travel for customer engagements is required, with a hybrid work setup across global offices. The ideal candidate will have experience as a Zendesk Consultant or in related roles, and will thrive in a fast-paced

Qualifications

• Extensive hands-on experience configuring Zendesk products with SME knowledge of Zendesk AI products.
• Experience in roles such as Zendesk Consultant, Professional Services Consultant, or Customer Success Manager.
• Ability to work in an agile, startup-like environment and travel for client engagements.

Responsibilities

• Collaborate with clients to understand Zendesk platform needs and CX objectives.
• Lead discovery sessions to identify pain points and opportunities for Zendesk optimization.
• Provide guidance on best practices for Zendesk products and configurations.
• Design, configure, and implement Zendesk solutions tailored to client requirements.
• Identify opportunities to integrate Zendesk with client systems and workflows.
• Oversee project delivery from initial consultation to solution delivery.
• Conduct training sessions and workshops for clients to enable self-sufficiency.
• Gather client feedback to drive product and service enhancements.

Skills

Zendesk configuration

Zendesk AI products

CRM systems

English

Portuguese

Spanish

Client engagement

Agile environment

Tools

Zendesk Integrations

Job description

Job Description Zendesk is seeking an exceptional Zendesk Consultant to become an integral part of our CX Accelerator Team. This pivotal role demands a deep expert in Zendesk products, capable of hands‑on configuration and delivering innovative solutions within a startup‑like, agile environment. The ideal candidate will demonstrate readiness and enthusiasm to work on client engagements for 4‑6 weeks and be willing to travel where necessary for customer engagements in this capacity, the Zendesk Consultant will play a crucial role in revolutionizing customer experiences through optimized Zendesk implementations. Whether your background is rooted in serving as an Assist Consultant, a Professional Services Consultant, or a tech‑savvy Customer Success Manager, your customer‑centric approach will be essential in completing each engagement, ensuring that clients are empowered and fully satisfied with their transformed Zendesk ecosystems. This role is perfect for someone passionate about transforming customer experiences and ready to take on the challenge of optimizing Zendesk implementations to impactfully transform customer operations and promises both personal and professional growth in a fast‑paced and rewarding environment.

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 to clients 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 integration of Zendesk with existing client systems and workflows
• Engage the necessary technical resources (e.g.: TA) to support any requirements the customer has for 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 that arise.
• Training and Enablement: Conduct training sessions and workshops for clients to empower them with the knowledge and skills to manage their Zendesk platforms effectively.
• Develop and deliver documentation and other 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 and deliver personalized service.

Key Requirements

• Technical Expertise: Extensive hands‑on experience configuring Zendesk products with strong SME knowledge of Zendesk's AI products. Strong understanding of customer support operations and CRM systems. Proficient in English, Portuguese and Spanish.
• Experience: Proven track record in roles such as Zendesk Consultant, Professional Services Consultant, or tech‑savvy 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 of travelling for client engagements as needed Ability to adapt to changing client needs and work environments #LI‑MR7

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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 [e-mail] with your specific accommodation request.

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.