Managed Services Consultant

Managed Services Consultant

We support enterprise customers as an extension of their teams by helping them to use, see, learn, and believe in our beautifully simple product. A Managed Services Consultant is an experience-maker for our customers and our internal team, passionate about making communication easy through customer service and how doing that well can transform a business's relationships.

You will collaborate with your portfolio of customers to manage a backlog of work for optimizing, maintaining, and growing their use of Zendesk products, consulting on best practice strategies, and offering hands-on assistance. You will respond to reactive requests and offer proactive recommendations, ensuring your customers realize ongoing value from their service subscription and see the Managed Services team as an extension of their own.

Responsibilities:

• Manage a portfolio of Managed Services customers located across the Americas, demonstrating ongoing value to minimize churn and contraction across your book of business
• Manage a backlog of work for your customer portfolio, scoping and prioritizing tasks within the hours available
• Maintain product expertise across the Zendesk product line
• Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products
• Delegate customer requests to colleagues globally while maintaining accountability for the quality and timeliness of work
• Collaborate in establishing world-class customer service policies, processes, and standards
• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk to meet and exceed expectations
• Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
• Ability to manage competing priorities effectively across multiple customers, ensuring on-time completion of action items across the customer portfolio
• Ability to estimate effort for customer requests and ensure deadlines are met and any delays escalated

Requirements:

• Bachelors Degree
• 5+ years of professional consulting or customer success experience, ideally in a customer-facing role
• Good understanding of support process and infrastructure
• Excellent instincts and ability to interface at Manager-Level with ease
• Excellent communication, interpersonal skills, and eloquent writing skills
• Empathy and a unique ability to understand customer needs
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
• Passionate about customer service and how it can transform businesses
• Strong project management and relationship management skills, and an ability to multitask without getting frazzled
• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
• Ability to communicate effectively, both verbally and in writing, in English
• Willing and able to travel up to 20%

The US annualized base salary range for this position is $94,000.00-$140,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.