CX Acceleration Consultant
Zendesk
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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About the role
- Lead focused, short-term engagements with strategic clients to drive measurable improvements in their Zendesk ecosystem and CX maturity.
- Conduct comprehensive technical assessments and deep-dive discovery sessions to identify high-impact configuration and optimization opportunities within client Zendesk environments.
- Secure commitment and foster strong relationships with stakeholders, from frontline agents to C-level executives, ensuring executive sponsorship for CX transformation initiatives.
- Lead and execute deep configuration changes and administrative updates within the client’s Zendesk platform, delivering tangible 'quick wins'.
- Directly implement configurations to ensure customers fully utilize purchased Zendesk product features, accelerating time-to-value and driving higher product adoption.
- Effectively coordinate cross-functional Zendesk teams to align support, technical resources, and product roadmaps with client acceleration goals.
- Conduct formal internal and external close-out reviews with executive management, quantifying value delivered and detailing final recommendations for sustained success.
Requirements
- 5+ years of experience in technical enterprise client-facing roles such as Senior Technical Account Manager, Senior Solutions Consultant, or Senior Customer Success Manager.
- Expert-level, verifiable hands-on Zendesk administrative experience, including deep configuration of triggers, automations, channels, custom objects, and advanced features across the Zendesk Suite.
- Proven ability to conduct technical assessments, analyze system architectures (including integrations), and implement logic-based workflows and SaaS solutions.
- Experience mobilizing teams and driving actions that result in clear, measurable outcomes for the client, such as improved configuration maturity scores, higher feature utilization, and increased customer retention.
- Exceptional verbal and written communication skills, capable of presenting complex technical findings and value propositions to executives (CxOs) and operational staff alike.
Benefits
- Flexible working arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Zendesk administrationconfiguration of triggersconfiguration of automationsconfiguration of channelsconfiguration of custom objectsadvanced features of Zendesk Suitetechnical assessmentssystem architecture analysislogic-based workflowsSaaS solutions
Soft Skills
relationship buildingstakeholder engagementteam mobilizationcommunication skillspresentation skillscross-functional coordinationexecutive sponsorshipquantitative analysisproblem-solvingclient-focused