Description
As a Senior Services Consultant at Zendesk, you'll lead the implementation of Zendesk solutions for a portfolio of enterprise customers. You'll work across various industries and complex use cases, serving as a trusted advisor to customers, understanding their goals, designing thoughtful solutions, configuring workflows, guiding testing, enabling users, and supporting a successful launch.
Responsibilities:
- Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements
- Act as a trusted advisor, providing strategic recommendations aligned to customer outcomes and Zendesk best practices
- Translate customer needs into scalable solution designs, implementation plans, and clear delivery requirements
- Configure and optimize Zendesk solutions to support sophisticated customer workflows and desired business outcomes
- Independently own project workstreams across discovery, design, configuration, testing, training, and go-live support
- Lead customer-facing working sessions and confidently facilitate discussions with technical and executive stakeholders
- Build and manage strong customer relationships throughout the implementation lifecycle
- Partner with Project Managers, Technical resources, Account teams, Product, and Support teams to ensure successful delivery
- Manage multiple enterprise customers and prioritize work effectively across a portfolio
- Identify risks, dependencies, and blockers early, and proactively drive resolution with internal and customer stakeholders
- Develop and deliver testing plans, training materials, enablement sessions, and go-live readiness activities
- Mentor and provide guidance to Services Consultants and contribute to team capability development
- Share implementation insights, reusable assets, and best practices that improve delivery quality and efficiency
- Contribute to internal initiatives that strengthen the Services organization and customer experience
- Help customers launch successfully and maximize the value of their Zendesk investment
Requirements:
- 5+ years of SaaS implementation, consulting, or professional services experience
- Demonstrated experience leading complex implementations for enterprise customers
- Strong discovery, facilitation, solution design, and consultative selling skills
- Proven ability to translate complex business requirements into scalable, practical solutions
- Experience managing multiple projects or workstreams and prioritizing across competing deadlines
- Excellent communication and presentation skills, with the ability to influence technical and executive audiences
- Strong relationship-building skills and a customer-first mindset
- Comfort navigating ambiguity, managing stakeholders, and operating independently with limited oversight
- Demonstrated ability to identify risks, make sound decisions, and drive work through to completion
- Experience mentoring peers or contributing to the development of less experienced consultants
- Strong understanding of implementation methodologies, change management, testing, training, and go-live practices
- Organized, proactive, adaptable, and comfortable working in a fast-paced environment
- Travel as needed