Managed Shared Services Consultant

We are looking for a Managed Shared Services Consultant to join our team.

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.

Responsibilities

• 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.

Requirements

• 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.
• Ability to work independently, manage multiple project initiatives simultaneously, and offer proactive recommendations.
• Flexibility to work in shifts.

Work Environment

• Hybrid work model, with some days required in the office.
• Located in Pune, India.