Managed Services Consultant
Zendesk
full-time
Posted on:
Location Type: Remote
Location: Brazil
Visit company websiteExplore more
About the role
- Manage a portfolio of Managed Services customers, 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 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 in order 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
- Willing and able to travel domestically up to 20%
Benefits
- Flexible working hours
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Zendeskproject managementbusiness consultationcustomer successsupport processtechnical aptitude
Soft skills
communication skillsinterpersonal skillsempathyrelationship managementmultitaskingteamworkcustomer serviceproblem-solving
Certifications
Bachelors Degree