Managed Shared Services Consultant

We are looking for a Managed Shared Services Consultant to join our team. As a Managed Shared 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 state configurations to recommend optimizations, investigate configuration options for solving customer requests, and complete configuration updates on customers' behalf in production environments. You will also consult on standard methodology strategies and offer hands-on assistance wherever required.

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
• 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 German/French/Spanish is a plus
• Experience troubleshooting and finding multiple solutions to a complex problem
• Exceptional attention to detail, with the ability to make complex, high-impact changes in production environments with confidence
• Ability to work independently, manage multiple project initiatives simultaneously and offer proactive recommendations
• Flexible to work in Shifts