Managed Shared Services Consultant

Job Description

Our Managed Services team supports customers with subscription services on an ongoing basis, helping them to adopt, expand, optimize and maintain their use of Zendesk products as their own businesses grow and evolve. We function as an extension of their teams, consulting on design and configuration best practices, as well as offering the hands-on support they need to make their vision a reality.

Managed Shared Services Consultants are 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, consult on standard methodology strategies, and offer hands-on assistance wherever required. You will collaborate with Customers to ensure they realize ongoing value from their services subscription and see the Managed Services team as an extension of their own. You may be required to work directly with our Customers across all the regions (USA/LATAM, EMEA, APAC)

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 and also provide business consultation for customers

• 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 6-10 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 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

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Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.