Services Consultant

Job description

Job Description

DESCRIPTION

Onboarding is one of the most critical moments in the Customers life-cycle.

This is where all that we’ve assured them through the sales process is put to the test.

A great, good or bad experience will have a huge impact on the success of our customers and the joy we can bring to their customer services.

Working as part of our Professional Services function, our Service Consultants clarify the customers objectives, define the project scope and guide them through an onboarding experience that translates business needs and processes into product/technical solutions with defined outcomes.

The Service Consultant is a high impact role directly on the frontline assisting our Customers to implement Zendesk products into their customer support & service operations whilst setting and managing the expectations that go with that.

KEY RESPONSIBILITIES

• Be a product expert and super-user, maintain deep understanding of the Zendesk product suite, focusing on AI agents and associated tools 

• Maintain deep understanding of how Zendesk manages conversation workflows and data (Zendesk Messaging)

• Lead on the delivery of customer implementations through all phases of the onboarding journey: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize and closure

• Clarify the customer vision and drivers for automation linked to their pain points, objectives and KPIs

• Assist the customers’ team in use case discovery and mapping of processes to be automated

• Own the solution design and guide the customer through the process of building their AI agent, providing recommendations and insights on best practice into conversational design

• Provide guidance on strategies to support effective change and release management across sandbox and production environments

• Partner with Technical Architects to assist customers in the design and implementation of conversational flows that leverage API integrations

• Support the design of test strategies to ensure customers are able to effectively test the operation of their AI agents prior to launch, providing good coverage across all use cases

• Provide a level of quality assurance to ensure the implementation of efficient and effective AI agent solutions, optimised for the channels and languages to be supported

• Support and assist customer launch activities, to enable a successful go-live event

• Manage a controlled closure for onboarding projects, incorporating a Success Onboarding Review (SOR) and the transition to a BAU operational state for the customer (customer journey ‘Adoption’ stage)

• Manage an effective handover to the Customer Success team, contributing to the creation of an initial success plan to act as the roadmap for continuous improvement

• Develop and promote best practices for existing and new features, ensuring knowledge is captured and shared for use internally (Zendesk service delivery and customer success teams) and externally (customers and partners)

• Bring valuable product insights back into the product organization, to drive product improvement and innovation

• Collaborate with internal teams including Enablement and GTM, to showcase innovative use cases of our product

KEY SKILLS

• Experienced in CX automation, client onboarding, service delivery or solution consulting at a technology / SaaS company

• Hands-on experience with CRMs (e.g. Zendesk, Salesforce etc) related to their use for managing customer support / service solutions to underpin CX strategies

• Good understanding of technical & solution architecture concepts, including APIs

• Applied business analysis skills and experience, used to map business processes, elicit / document customer requirements and scope projects

• Solid project management skills to scope, plan, prioritise and track work, keeping stakeholders updated on progress

• Applied experience in the design and implementation of chatbot solutions providing rich and engaging CX experiences, including conversational design best practices

• Analytically minded, with the ability to leverage complex data insights to suggest improvements to solution designs and enhance operational effectiveness / efficiency

• Excellent relationship management and communication skills (written and verbal), with ability to set and manage expectations across a diverse range of stakeholders

• Focus on service quality and customer satisfaction

• Strong coaching and troubleshooting skills

Work Location & Hours Expectations:

• We recommend being in the office 2 to 3 times per week to foster collaboration and teamwork.
  
  However, flexibility is provided based on business needs

• Working hours may need to be adjusted to match customer time zones where necessary, ensuring effective communication and project delivery

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra.

Please refer to the location posted on the requisition for where this role is based.

#LI-ML12

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra.

Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.

This role must attend our local office for part of the week.

The specific in-office schedule is to be determined by the hiring manager.