Zendesk Managed Services Consultant

Zendesk France, SAS; France; À distance; EUR 40 000 - 70 000; Plein temps

Résumé du poste

Zendesk is seeking a Managed Services Consultant to support enterprise customers in optimizing their use of Zendesk products. This role involves managing customer portfolios, providing business consultation, and ensuring customer satisfaction. Candidates should have 3+ years of experience in consulting or customer success, and be proficient in both French and English.

Qualifications

• 3+ years of professional consulting or customer success experience.
• Strong familiarity with Zendesk products.
• Proficient in French and English communication.

Responsabilités

• Manage a portfolio of Managed Services customers.
• Guide and educate customers on Zendesk products.
• Respond to high-profile customer issues.

Connaissances

Communication

Customer Service

Project Management

Technical Curiosity

Empathy

Outils

Zendesk Products

Description du poste

Zendesk Managed Services Consultant page is loaded

Zendesk Managed Services Consultant

Apply remote type Fully Flexible locations Remote, France time type Full time posted on Posted Yesterday job requisition id R31004

Job Description

Our Managed Professional Services team advises and guides our wide array of customers as they map any number of business needs to Zendesk. We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, and organized.

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 - passionate about making communication easy through customer support and how doing that well can transform a businesses’ relationships.

Managed Services Consultant will be responsible for supporting a portfolio of customers with Managed Services engagements. You will collaborate with your customers to be accountable for a backlog of work to optimize and maintain their use of Zendesk products and features, consult on standard methodology strategies, and offer 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 a supplement of their own.

In this role you will:

• 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, 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 premier customer service policies, processes, and standards

• Provide business consultation for customers, assemble the business problem we are solving together, and configure their Zendesk to go above and beyond

• Respond to high-profile, high-impact customer critical issues in a fashion that encourages confidence and continued customer dedication

• 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

You must have:

• 3+ years of professional consulting or customer success experience, ideally in a customer-facing role

• Strong familiarity or experience with Zendesk products.

• Proficient written and verbal communication skills in French and English.

• 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 confirmed technical curiosity; experience at a technology company or relevant consultancy ideal

• Passionate about customer service and how it can transform businesses

• Strong project management and relationship leadership 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

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 [e-mail] with your specific accommodation request.

About Us

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.

More meaningful moments. Fewer Zoom calls.

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.

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