Services Consultant

Job Description Our Managed Services team supports customers with subscription services on an ongoing basis, helping them to adopt, expand, optimize and maintain their use of Zendesk products as their own businesses grow and evolve. We function as an extension of their teams, consulting on design and configuration best practices, as well as offering the hands-on support they need to make their vision a reality.  Managed Shared Services Consultants are responsible for configuring Zendesk solutions and consulting on configuration best practices for our global portfolio of managed services customers. You will analyze current state configurations to recommend optimizations, investigate configuration options for solving customer requests, and complete configuration updates on customers’ behalf in production environments, consult on standard methodology strategies, and offer hands-on assistance wherever required. You will collaborate with Customers to ensure they realize ongoing value from their services subscription and see the Managed Services team as an extension of their own. You may be required to work directly with our Customers across all the regions (USA/LATAM, EMEA, APAC) Responsibilities: Maintain product expertise across the Zendesk product line Handle a backlog of work for your customer portfolio, and prioritizing tasks within the hours available Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products and also provide business consultation for customers Collaborate and work with Managed Services Consultants in all regions globally to gather configuration requirements, offer recommendations, and scope and prioritize tasks within hours available Complete detailed account reviews and configuration analyses to identify opportunities for improvement based on best practices and the customers’ unique use case  Design, configure, test and rollout complex, high-stakes configuration updates in production environments  Contribute to processes and operational improvements in this new, rapidly growing team Be able to take up and drive initiatives and projects Requirements: Between 6-12 years of professional consulting or customer success experience, ideally in a customer-facing role Experience with Zendesk or in the customer experience industry a plus SQL / Python scripting background Any working experience on Analytical tools like Excel/Tableau/Power BI etc. is definitely advantageous. Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal Excellent communication and interpersonal skills, with the ability to interact with ease both internally and with customer stakeholders  Verbal communication skills in in German/French/Spanish is a plus Experience troubleshooting and finding multiple solutions to a complex problem