Senior CX Acceleration Consultant

Zendesk, Inc.; São Paulo; Hybrid; BRL 180,000 - 250,000; Full time

Job summary

Zendesk, Inc. seeks a Zendesk Consultant to join its CX Accelerator Team and lead hands-on Zendesk configurations for client engagements in a fast-paced, agile environment.

You will partner with clients to uncover objectives, design tailored solutions, and drive adoption across Zendesk products while aligning with project timelines. The role involves discovery sessions, implementation, training delivery, and ongoing optimization.

Qualifications

• Hands-on experience configuring Zendesk products.
• Strong SME knowledge of Zendesk's AI products.
• Proficient in English, Portuguese and Spanish.
• Experience in an agile, startup-like environment.
• Willingness to travel for customer engagements.

Responsibilities

• Collaborate with clients to understand CX objectives and Zendesk needs.
• Design, configure, and implement Zendesk solutions for clients.
• Oversee project phases from discovery to delivery and updates.
• Conduct training sessions and develop client documentation.
• Gather feedback to drive product and service improvements.
• Travel to client sites for on-site engagements as needed.

Skills

Zendesk configuration

AI product knowledge

English

Portuguese

Spanish

Agile mindset

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.

This position is open to all qualified candidates, and we particularly encourage applications from persons with disabilities.

We at Zendesk are committed to an inclusive and accessible recruitment process. Esta vaga é aberta a todas as pessoas qualificadas, e incentivamos especialmente a candidatura de pessoas com deficiência (PCDs). Nós na Zendesk estamos comprometidos com um processo seletivo inclusivo e acessível.

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.