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CX Acceleration Manager / Consultant

CX Acceleration Manager / Consultant

Zendesk

5 - 9 years

0 Lacs

karnataka

Posted:1 day ago| Platform: Shine logo

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Skills Required

lateral thinking zendesk ecosystem mastery technical consulting acumen impactdriven leadership communication presence service management expertise crossfunctional collaboration

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: At Zendesk, the CX Acceleration Team operates as an internal startup, dedicated to assisting Enterprise clients in maximizing their Zendesk investment. As a CX Acceleration Manager/Consultant, your role is pivotal in driving immediate, measurable improvements in client Zendesk ecosystems and overall CX maturity. You will conduct technical assessments, secure executive alignment, implement configurations, and champion continuous improvement. Key Responsibilities: - Accelerate Value: Identify high-impact configuration and optimization opportunities within client Zendesk environments through technical assessments and discovery sessions. - Drive Executive Alignment: Foster collaborative relationships with stakeholders at all levels, ensuring executive sponsorship for CX transformation initiatives. - Implement and Optimize: Lead hands-on configuration changes and administrative updates within client Zendesk platforms to deliver quick wins and optimize complex use cases. - Maximize Feature Utilization: Implement configurations to enhance customers" utilization of Zendesk product features, accelerating time-to-value and driving higher product adoption. - Orchestrate Resources: Coordinate cross-functional Zendesk teams to align support and technical resources with client acceleration goals. - Deliver and Close: Conduct internal and external close-out reviews, quantify delivered value, provide final recommendations, and outline future partnership opportunities. - Champion Improvement: Capture learnings and best practices, collaborating with enablement teams to refine global delivery models. Qualifications Required: - Experience in a Senior Customer-Facing Role: 5+ years in technical enterprise client-facing roles. - Zendesk Ecosystem Mastery: Expert-level hands-on Zendesk administrative experience. - Technical Consulting Acumen: Ability to conduct technical assessments and implement logic-based workflows and SaaS solutions. - Impact-Driven Leadership: Experience in mobilizing teams to achieve measurable outcomes for clients. - Communication & Presence: Strong verbal and written communication skills for presenting technical findings and value propositions. Additional Details: Zendesk software aims to bring calm to the world of customer service by powering conversations with renowned brands. The company offers a fulfilling and inclusive hybrid working experience, combining in-person collaboration at various global offices with remote work flexibility. Applicants are informed about the potential use of AI for application screening. Zendesk also accommodates applicants with disabilities upon request.,

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Software Development

San Francisco California

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CX Acceleration Manager / Consultant