Description
We are looking for an experienced Implementation Consultant to join our Professional Services team. In this role, you will work on customer-facing projects with enterprise customers to design, implement, and optimize Zendesk as a complete resolution platform, with a focus on customer outcomes and value.
You will work at the intersection of customer requirements, Zendesk product capabilities, and industry best practices. Your role will be to understand customer needs, translate these into a functioning and optimized Zendesk resolution platform, whilst also meeting customer goals and objectives.
Responsibilities:
- Build on requirements gathered during pre-sales by leading discovery, consulting, and design workshops, both remotely and onsite.
- Challenge assumptions, ask difficult questions, uncover underlying needs, and translate them into effective Zendesk designs.
- Translate business processes and customer requirements into practical, scalable Zendesk configurations and solutions.
- Lead customers through onboarding by coaching them to adopt best practices, realise measurable value, and achieve sustained platform adoption.
- Maintain a deep and continuously evolving understanding of the Zendesk product suite.
- Proactively incorporate new features and capabilities to maximise customer value.
- Be confident in developing custom training materials and leading delivery of training sessions to customers.
- Deliver Professional Services engagements within agreed scope, timelines, and budget.
- Manage multiple projects and competing priorities while maintaining a high standard of delivery.
- Identify, communicate, and help resolve project risks, issues, and dependencies.
- Communicate complex technical concepts and recommendations clearly to non-technical stakeholders and executive audiences.
- Contribute to revenue through strong billable utilisation, accurate timesheet management, and effective client service delivery.
Requirements:
- Bachelor’s degree or equivalent experience.
- Fluency in English and either French or German (mandatory)
- Three to five years of experience in consulting, implementation, or another customer-facing role
- Experience delivering complex customer technology projects from initial planning and solution design through implementation and successful outcomes.
- Experience in SaaS, software implementation, or technical consulting, with the ability to engage stakeholders at different levels.
- Good understanding of customer support processes and systems.
- Technical aptitude and the ability to quickly learn new tools and systems.
- Pragmatic, solution-oriented approach with strong problem-solving skills.
- Strong communication and interpersonal skills, with the ability to build trusted customer relationships and explain complex concepts clearly.
- Strong ownership, independence, and initiative, with personal accountability for delivering projects from start to finish.
- Proven ability to manage competing priorities, work autonomously, and drive projects forward in a primarily remote and asynchronous EMEA environment.
- Collaborative mindset and commitment to delivering a high-quality customer experience.
- Comfortable working in a fast-changing, technology-driven environment.
Benefits:
- Hybrid working model, with two days per week in the office
- Willingness to travel up to approximately 20% of the time for customer onsites