Description
Zendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Principal Value Consultant.
The role involves building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and coaching of customers for wider communication of Value in their organization, C-Suite alignment, playback and detailed defensible Value Architecture.
Key Responsibilities:
- Engagement Coaching & Strategy: Lead cross-functional contact center engagements and facilitate Strategic Value Assessments to solve business challenges. Help customers develop integrated omnichannel strategies and digital roadmaps.
- Data Analysis & ROI: Interpret customer KPI data to make compelling recommendations and provide detailed financial ROI analysis.
- Cross-Functional Collaboration: Collaborate with Sales, Solutions Consultants and the Success organization to recommend technology capabilities.
- Thought Leadership & Enablement: Create thought leadership content, including white papers and webinars, to enable business growth and highlight industry trends.
- Customer Advocacy: Apply a deep passion for the customer lifecycle to manage and improve the overall experience.
- Change Management & Value Realization: Define implementation plans, guide customers through organizational change, and ensure ongoing value realization.
Key Skills:
- Experience & Industry Expertise: 10+ years of experience in operations, customer support, or contact center roles, with a proven background in value consulting.
- Analytical & Technical Proficiency: A deep understanding of contact center technology, financial concepts, and performance metrics.
- Leadership & Communication: Excellent verbal and written communication skills, with the ability to facilitate complex executive conversations.
- Language Skills: Proficiency in additional languages such as Mandarin/Japanese.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.