Zendesk Services Consultant

Zendesk is a company that provides software designed to improve customer service experiences. The Professional Services team supports enterprise customers by helping them optimize and maintain their use of Zendesk products. The role involves working with a portfolio of customers to ensure ongoing value from their services subscription.

Basic Qualifications:

• Previous experience in Product consulting or customer success.
• Experience in SaaS Consulting.
• Fluent in English (written and spoken); fluency in French or German is a plus.
• Good understanding of support processes and infrastructure.
• Ability to interface at Manager-Level with ease.
• Excellent communication, interpersonal, and writing skills.
• Empathy and ability to understand customer needs.
• Passion for customer service and its impact on business transformation.
• Strong project management and relationship leadership skills.
• Ability to multitask effectively.
• Commitment to teamwork and building a global customer experience.
• Ability to travel internationally approximately 10% of the time.
• Enthusiasm for technology and technical curiosity; experience at a technology company or consultancy is ideal.
• Zendesk knowledge or experience is a significant plus.

• Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction.
• Handle a backlog of work for the customer portfolio and prioritize tasks within available hours.
• Maintain product expertise across the Zendesk product line.
• Guide and educate customers to provide proactive assistance in maintaining and optimizing Zendesk products.
• Delegate customer requests to colleagues globally while maintaining accountability for quality and timeliness.
• Collaborate in establishing premier customer service policies, processes, and standards.
• Provide business consultation, assemble business problems, and configure Zendesk to exceed expectations.
• Respond to high-profile, high-impact customer critical issues to encourage confidence and continued dedication.

• This role requires the ability to travel internationally about 10% of the time.
• The position is based in Krakow, Poland, with additional locations in Lisbon, Portugal.
• Hybrid work requires attendance at the local office part of the week; schedule determined by the hiring manager.
• Zendesk is an equal opportunity employer committed to diversity, equity, and inclusion.
• Reasonable accommodations are available for applicants with disabilities.