Hybrid Senior Enterprise SaaS Implementation Lead

Zendesk, Inc.; Estado de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

Zendesk, Inc. in Mexico is seeking a Senior Services Consultant to lead enterprise implementations from discovery to go-live. You will design thoughtful solutions, configure workflows, and enable users while partnering with project managers, technical resources, and account teams.

You will manage multiple customers, guide teams, and drive successful delivery with a customer‑first mindset. This highly customer‑facing role requires coordinating across diverse stakeholders, surfacing risks early,

Qualifications

• 5+ years of SaaS implementation, consulting, or professional services experience.
• Experience leading complex enterprise implementations.
• Strong discovery, facilitation, solution design, and consultative selling skills.
• Ability to translate complex business requirements into scalable, practical solutions.
• Experience managing multiple projects or workstreams and prioritizing deadlines.
• Excellent communication and presentation skills with ability to influence stakeholders.
• Travel as needed.

Responsibilities

• Lead complex customer discovery sessions to understand business needs and requirements.
• Act as a trusted advisor with strategic recommendations aligned to outcomes.
• Translate needs into scalable solution designs and clear delivery plans.
• Configure Zendesk solutions to support sophisticated workflows and outcomes.
• Own project workstreams across discovery, design, configuration, testing, training, and go-live.
• Lead customer-facing sessions and facilitate discussions with stakeholders.
• Build and manage strong customer relationships throughout the implementation lifecycle.
• Partner with cross-functional teams to ensure successful delivery.
• Identify risks and blockers early and drive resolution with stakeholders.
• Develop testing plans, training materials, and go-live readiness activities.
• Mentor peers and contribute to team capability development.
• Share implementation insights and best practices to improve delivery quality.

Skills

SaaS implementation

Enterprise consulting

Discovery facilitation

Solution design

Stakeholder management

Communication skills

Project leadership

Mentoring

Job description

Zendesk, Inc. in Mexico is seeking a Senior Services Consultant to lead enterprise implementations from discovery to go-live. You will design thoughtful solutions, configure workflows, and enable users while partnering with project managers, technical resources, and account teams.

You will manage multiple customers, guide teams, and drive successful delivery with a customer‑first mindset. This highly customer‑facing role requires coordinating across diverse stakeholders, surfacing risks early,