Senior CX Acceleration Consultant

Zendesk Group; Austin (TX); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Phenomenal benefits that support physical and mental wellbeing

Opportunities for long-term career growth

Supportive team environment

Job summary

A leading customer experience technology provider in Austin is seeking a skilled consultant to collaborate with clients, understand their needs, and provide tailored Zendesk solutions. The role requires strong analytical skills, problem-solving abilities, and experience in customer support operations. Candidates should be adept at configuring Zendesk products and possess excellent communication and relationship-building skills. This position offers opportunities for career growth and development in a supportive environment.

Qualifications

• Extensive hands-on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI.
• Proven track record in roles such as Zendesk Consultant or Customer Success Manager.
• Experience working in an agile, startup-like environment is highly desirable.

Responsibilities

• Collaborate with clients to understand their customer experience objectives and Zendesk platform needs.
• Conduct training sessions and workshops for clients to empower them with Zendesk knowledge.
• Identify opportunities for integration of Zendesk with existing client systems.

Skills

Strong analytical and troubleshooting skills

Excellent verbal and written communication skills

Strong relationship-building skills

Problem-solving abilities

Customer-centric mindset

Tools

Zendesk

CRM systems

Job description

* 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.* 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* 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.* Extensive hands-on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI* Strong understanding of customer support operations and CRM systems.* 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.* 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.**Pr****oblem-Solving Abilities:*** Demonstrated ability to think critically and creatively in solving complex client challenges.* Strong analytical and troubleshooting skills.* Ability to adapt to changing client needs and work environmentsExperience of travelling for client engagements as needed* We are basing this team on kindness, collaboration, encouragement and support* Our team thrives on helping customers adapt, so they can get value from an ever evolving product, in a dynamic market.* This role has you in the centre of Zendesk, interacting with all of the different teams!* We believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing.