Principal Value Architect

Overview

Lead pre-sales value consulting engagements for Zendesk customers by connecting customer experience strategies with measurable business value. Develop value cases, ROI analyses, executive recommendations, and implementation roadmaps for contact center and customer support organizations.

What you'll do

• Lead cross-functional contact center engagements and facilitate Strategic Value Assessments.
• Help customers develop omnichannel strategies and digital roadmaps.
• Interpret KPI data and create detailed financial ROI analyses.
• Collaborate with Sales, Solutions Consultants, and Success teams on technology recommendations.
• Create thought leadership content, white papers, webinars, presentations, and enablement sessions.
• Define implementation plans and guide customers through organizational change and value realization.
• Present recommendations to executive stakeholders to drive strategic alignment.

What you'll need

• 10+ years of experience in operations, customer support, or contact center roles.
• Experience in value consulting and helping organizations achieve strategic objectives.
• Expertise in contact center technology, financial concepts, and performance metrics.
• Ability to perform detailed analysis using tools such as Google Sheets.
• Excellent verbal and written communication skills.
• Ability to facilitate complex executive conversations with C-level stakeholders.

Nice to have

• Proficiency in Mandarin or Japanese.

Details

• Remote role in Singapore.