Managed Shared Services Consultant

Job Description Managed Shared Services Consultant Our Managed Services team supports customers with subscription services on an ongoing basis, helping them adopt, expand, optimize, and maintain their use of Zendesk products as their businesses grow and evolve. We function as an extension of their teams, consulting on design and configuration best practices, and offering the hands-on support they need to realize their vision. As a Managed Services Consultant, you will be responsible for configuring Zendesk solutions and consulting on configuration best practices for our global portfolio of managed services customers. You will analyze current configurations to recommend optimizations, investigate configuration options to address customer requests, and implement configuration updates in production environments. You will collaborate with our global team of Managed Services Consultants to ensure customers realize ongoing value from their services subscription and view the Managed Services team as an extension of their own. You may be required to work directly with customers across various regions (USA/LATAM, EMEA, APAC). What you'll be doing Product Expertise: Maintain comprehensive knowledge across the Zendesk product line. Task Management: Handle a backlog of work for your customer portfolio, prioritizing tasks within available hours. Customer Guidance: Provide proactive assistance and business consultation to help customers maintain and optimize their Zendesk products. Global Collaboration: Work with Managed Services Consultants globally to gather configuration requirements, offer recommendations, and prioritize tasks. Account Reviews: Conduct detailed account reviews and configuration analyses to identify improvement opportunities based on best practices and unique customer use cases. Configuration Updates: Design, configure, test, and roll out complex, high-stakes configuration updates in production environments. Process Improvement: Contribute to processes and operational improvements within this rapidly growing team. Basic Qualifications: 3-6 years of professional consulting or customer success experience, ideally in a customer-facing role. Experience with Zendesk or in the customer experience industry is a plus. Background in SQL/Python scripting. Experience with analytical tools like Excel, Tableau, or Power BI is advantageous. Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal. Excellent communication and interpersonal skills, with the ability to interact effectively both internally and with customer stakeholders. Proficiency in German, French, or Spanish is a plus. Strong problem-solving skills with the ability to troubleshoot and find multiple solutions to complex problems. Exceptional attention to detail, with the ability to make complex, high-impact changes in production environments confidently.