Zendesk Implementation Consultant, French Speaker

Role Overview

• 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
• local office access for part of the week