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31 Zendesk Jobs
Associate Manager, Consulting
Zendesk
posted 5d ago
Job Role Insights
Key skills for the job
Job Description
- Lead and mentor a team of consultants, ensuring high performance and continuous development
- Oversee the successful implementation of SaaS solutions, ensuring timely execution and high customer satisfaction
- Implement best practices and continuously improve delivery methodologies to enhance efficiency and quality
- Collaborate with internal teams, including Sales, Product, and Support, to ensure seamless customer experiences
- Track team performance, project outcomes, and customer satisfaction, leveraging insights to drive improvements
- Address project risks and challenges proactively, ensuring smooth resolution and stakeholder alignment
- Lead and mentor team members to achieve period over period improvement utilization, productivity, and quality targets..
- Contribute to and be measured on Zendesk Professional Services bookings and revenue targets.
- Be a product expert and super-user, maintain deep understanding of the Zendesk product suite, focusing on AI agents and associated tools
- Maintain deep understanding of how Zendesk manages conversation workflows and data (Zendesk Messaging)
- Lead on the delivery of customer implementations through all phases of the onboarding journey: scoping planning, discovery, enablement, design, build test, launch, monitor optimize and closure
- Clarify the customer vision and drivers for automation linked to their pain points, objectives and KPIs
- Assist the customers team in use case discovery and mapping of processes to be automated
- Own the solution design and guide the customer through the process of building their AI agent, providing recommendations and insights on best practice into conversational design
- Provide guidance on strategies to support effective change and release management across sandbox and production environments
- Partner with Technical Architects to assist customers in the design and implementation of conversational flows that leverage API integrations
- Support the design of test strategies to ensure customers are able to effectively test the operation of their AI agents prior to launch, providing good coverage across all use cases
- Provide a level of quality assurance to ensure the implementation of efficient and effective AI agent solutions, optimised for the channels and languages to be supported
- Support and assist customer launch activities, to enable a successful go-live event
- Manage a controlled closure for onboarding projects, incorporating a Success Onboarding Review (SOR) and the transition to a BAU operational state for the customer (customer journey Adoption stage)
- Manage an effective handover to the Customer Success team, contributing to the creation of an initial success plan to act as the roadmap for continuous improvement
- Bring valuable product insights back into the product organization, to drive product improvement and innovation
KEY SKILLS
- 5+ years of experience in consulting, professional Services or SaaS solution delivery
- 3+ years of hands on experience with the Zendesk product, including Ultimate product
- Passionate about customer service and how it can transform businesses.
- Willingness to roll up your sleeves and able to pitch in on the tactical aspects of supporting team members and customers.
- Experienced in CX automation, client onboarding, service delivery or solution consulting at a technology / SaaS company
- Good understanding of technical solution architecture concepts, including APIs
- Applied business analysis skills and experience, used to map business processes, elicit / document customer requirements and scope projects
- Solid project management skills to scope, plan, prioritise and track work, keeping stakeholders updated on progress
- Applied experience in the design and implementation of chatbot solutions providing rich and engaging CX experiences, including conversational design best practices
- Analytically minded, with the ability to leverage complex data insights to suggest improvements to solution designs and enhance operational effectiveness / efficiency
- Excellent relationship management and communication skills (written and verbal), with ability to set and manage expectations across a diverse range of stakeholders
- Focus on service quality and customer satisfaction
- Strong coaching and troubleshooting skills
Work Location Hours Expectations:
- We recommend being in the office 2 to 3 times per week to foster collaboration and teamwork. However, flexibility is provided based on business needs
- Working hours may need to be adjusted to match customer time zones where necessary, ensuring effective communication and project delivery
Employment Type: Full Time, Permanent
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