Services Consultant

Overview

Services Consultant in Zendesk's Managed Services team, supporting customers' ongoing adoption, expansion, optimization and maintenance of Zendesk subscription products as an extension of their teams.

What you'll do

• 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.
• Maintain product expertise across the Zendesk product line.
• Handle a backlog of work for your customer portfolio and prioritize tasks within the hours available.
• Guide and educate customers to give proactive assistance as they maintain and optimize their Zendesk products, and provide business consultation.
• Collaborate 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 customers' unique use cases.
• 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.
• Take up and drive initiatives and projects.

What you'll need

• Between 6-12 years of professional consulting or customer success experience, ideally in a customer-facing role.
• SQL / Python scripting background.
• Excellent communication and interpersonal skills, with the ability to interact with ease both internally and with customer stakeholders.
• 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.

Nice to have

• Experience with Zendesk or in the customer experience industry.
• Any working experience on analytical tools like Excel, Tableau, Power BI etc.
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy.
• Verbal communication skills in German, French or Spanish.

Details

• Location: Pune, India; candidates must be physically located and plan to work from Karnataka or Maharashtra.
• Hybrid: must attend the local office for part of the week, with the in-office schedule set by the hiring manager.
• May be required to work directly with customers across all regions (USA/LATAM, EMEA, APAC).