Managed Shared Services Consultant

Overview

Join Zendesk's Managed Services team to configure Zendesk solutions and consult on configuration best practices for a global portfolio of managed services customers, acting as an extension of their teams.

What you'll do

• Maintain comprehensive knowledge across the Zendesk product line.
• Handle a backlog of work for your customer portfolio, prioritizing tasks within available hours.
• Provide proactive assistance and business consultation to help customers maintain and optimize their Zendesk products.
• Work with Managed Services Consultants globally to gather configuration requirements, offer recommendations, and prioritize tasks.
• Conduct detailed account reviews and configuration analyses to identify improvement opportunities based on best practices and unique customer use cases.
• Design, configure, test, and roll out complex, high-stakes configuration updates in production environments.
• Contribute to processes and operational improvements within this rapidly growing team.
• Analyze current configurations to recommend optimizations, investigate configuration options to address customer requests, and implement configuration updates in production environments.

What you'll need

• 3-6 years of professional consulting or customer success experience, ideally in a customer-facing role.
• Background in SQL/Python scripting.
• 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.
• 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.

Nice to have

• Experience with Zendesk or in the customer experience industry.
• Experience with analytical tools like Excel, Tableau, or Power BI.
• Proficiency in German, French, or Spanish.

Details

• Location: Pune, India. Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra.
• Hybrid: must attend the local office for part of the week; the specific in-office schedule is to be determined by the hiring manager.
• May be required to work directly with customers across regions (USA/LATAM, EMEA, APAC).
• Flexibility to work in shifts.