Guide and educate Zendesk customers to give them proactive assistance as they onboard and configure their Zendesk
Maintain product expertise across the Zendesk product line
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 in order to meet and exceed expectations
Conduct meetings onsite and remotely according to the Zendesk methodology standards
Perform issue identification, communication, and resolution for complex issues
Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
Prioritize effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio
Manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated
Gather requirements and issue change orders and scopes for new and existing customers
Contribute to and be measured on Zendesk Professional Services revenue targets
Requirements
Bachelor's Degree
Fluent in French and English
3 years of professional consulting experience in a customer-facing role
Experience working on highly complex customer engagements ideally in the technology or SaaS Environments
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 skills and an ability to multitask without getting frazzled
Be accountable for billable utilization targets
Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
Willing and able to travel domestically up to 20%
Benefits
Hybrid working Model
flexibility to work from home when you need focus and balance