.Associate Services Consultant Apply locations Mexico City, Mexico time type Full time posted on Posted 3 Days Ago job requisition id R28477 Job DescriptionOur Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, and organized.We get our enterprise customers on-boarded quickly and easily by helping them to use, see, learn, and believe in our beautifully simple product. A Services Consultant is an experience-maker for our customers - passionate about making communication easy through customer service and how doing that well can transform a businesses' relationships.Within a Paid Services engagement, Services Consultants will be responsible for driving the design and configuration of the Zendesk Product based on the Configuration Workbook and Design Workshops either remote or onsite with a Customer and your Engagement Manager.Your ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical. You will also routinely execute on Professional Services Launch Packages and existing customer Optimizations effectively within scope, time, and budget.ResponsibilitiesGuide 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.Ability to manage competing priorities effectively across multiple customers and projects, ensuring on-time completion of action items across the project portfolio.Ability to manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated.Ability to gather requirements and issue change orders and scopes for new and existing customers.RequirementsBachelor's Degree.3+ years of professional consulting experience, ideally in a customer-facing role.Experience working on medium to low complex customer engagements deploying SaaS products - any kind of business or should have experience working as consultant at SaaS companies.Good understanding of SaaS product implementation process and infrastructure requirements.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
