Senior Services Consultant

Zendesk, Inc.; Estado de México; Hybride; MXN 900 000 - 1 300 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

SaaS implementation

Enterprise consulting

Discovery facilitation

Solution design

Stakeholder management

Communication skills

Project leadership

Mentoring

Description du poste

Senior Services Consultant

At Zendesk, we help companies build better customer experiences - and our Services Consultants play a key role in making that happen. As a Senior Services Consultant , you'll lead the implementation of Zendesk solutions for a portfolio of enterprise customers. You'll work across a variety of industries and complex use cases, so no two projects will look the same. From discovery to go-live, you'll serve as a trusted advisor to customers - understanding their goals, designing thoughtful solutions, configuring workflows, guiding testing, enabling users, and supporting a successful launch. You'll collaborate with Project Managers, Technical resources, Account teams, Product, and Support partners - while independently owning your workstream and providing guidance to less experienced consultants. This is a highly customer-facing role for someone who thrives on solving complex problems, navigating ambiguity, influencing stakeholders, and helping customers realize value quickly.

What you'll do

• Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements
• Act as a trusted advisor, providing strategic recommendations aligned to customer outcomes and Zendesk best practices
• Translate customer needs into scalable solution designs, implementation plans, and clear delivery requirements
• Configure and optimize Zendesk solutions to support sophisticated customer workflows and desired business outcomes
• Independently own project workstreams across discovery, design, configuration, testing, training, and go-live support
• Lead customer‑facing working sessions and confidently facilitate discussions with technical and executive stakeholders
• Build and manage strong customer relationships throughout the implementation lifecycle
• Partner with Project Managers, Technical resources, Account teams, Product, and Support teams to ensure successful delivery
• Manage multiple enterprise customers and prioritize work effectively across a portfolio
• Identify risks, dependencies, and blockers early, and proactively drive resolution with internal and customer stakeholders
• Develop and deliver testing plans, training materials, enablement sessions, and go-live readiness activities
• Mentor and provide guidance to Services Consultants and contribute to team capability development
• Share implementation insights, reusable assets, and best practices that improve delivery quality and efficiency
• Contribute to internal initiatives that strengthen the Services organization and customer experience
• Help customers launch successfully and maximize the value of their Zendesk investment

What we're looking for

• 5+ years of SaaS implementation, consulting, or professional services experience
• Demonstrated experience leading complex implementations for enterprise customers
• Strong discovery, facilitation, solution design, and consultative selling skills
• Proven ability to translate complex business requirements into scalable, practical solutions
• Experience managing multiple projects or workstreams and prioritizing across competing deadlines
• Excellent communication and presentation skills, with the ability to influence technical and executive audiences
• Strong relationship-building skills and a customer‑first mindset
• Comfort navigating ambiguity, managing stakeholders, and operating independently with limited oversight
• Demonstrated ability to identify risks, make sound decisions, and drive work through to completion
• Experience mentoring peers or contributing to the development of less experienced consultants
• Strong understanding of implementation methodologies, change management, testing, training, and go-live practices
• Organized, proactive, adaptable, and comfortable working in a fast‑paced environment
• Travel as needed

Why this role

This is a great opportunity for an experienced consultant who enjoys variety, ownership, and meaningful customer impact. You'll lead complex, high-value implementations, serve as a trusted advisor to enterprise customers, collaborate with smart and supportive teams, and help shape best practices across the Services organization. You'll also have the opportunity to mentor others and make a broader impact beyond your individual project work.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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 remote for part of the week.

As part of our comm