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About the Role
We are seeking an experienced Implementation Consultant to join our Professional Services team, focusing on customer-facing projects with enterprise clients. This role involves designing, implementing, and optimizing Zendesk as a complete resolution platform, emphasizing customer outcomes and value. You will bridge customer requirements, Zendesk capabilities, and industry best practices to understand needs, translate them into optimized Zendesk solutions, and achieve customer goals. The position requires strong consulting expertise and a focus on customer success, managing projects end-to-end while collaborating with various internal teams and leading workshops and hands-on product work.
Responsibilities
- Lead discovery, consulting, and design workshops, both remotely and onsite, building on pre-sales requirements.
- Challenge assumptions, uncover needs, and translate them into effective Zendesk designs.
- Configure and implement scalable Zendesk solutions based on business processes and customer requirements.
- Onboard customers by coaching them on best practices, value realization, and sustained platform adoption.
- Maintain an evolving understanding of the Zendesk product suite, including Support, Messaging, Knowledge, Voice, Analytics, Quality Assurance, Workforce Management, Copilot, and AI agents.
- Proactively incorporate new features to maximize customer value.
- Develop custom training materials and lead training sessions for customers.
- Deliver Professional Services engagements within agreed scope, timelines, and budget.
- Manage multiple projects and competing priorities while maintaining high delivery standards.
- Identify, communicate, and help resolve project risks, issues, and dependencies.
- Clearly communicate complex technical concepts and recommendations to non-technical stakeholders and executives.
- Contribute to revenue through billable utilization, accurate timesheet management, and effective client service delivery.
Requirements
- Bachelor’s degree or equivalent experience.
- Fluency in English and either French or German.
- Three to five years of experience in consulting, implementation, or another customer-facing role.
- Experience delivering complex customer technology projects from planning and design through implementation.
- Experience in SaaS, software implementation, or technical consulting, with the ability to engage stakeholders at different levels.
- Good understanding of customer support processes and systems.
- Technical aptitude and ability to quickly learn new tools and systems.
- Pragmatic, solution-oriented approach with strong problem-solving skills.
- Strong communication and interpersonal skills, with the ability to build trusted customer relationships and explain complex concepts clearly.
- Strong ownership, independence, and initiative, with personal accountability for delivering projects.
- Proven ability to manage competing priorities, work autonomously, and drive projects in a remote and asynchronous EMEA environment.
- Collaborative mindset and commitment to delivering a high-quality customer experience.
- Comfortable working in a fast-changing, technology-driven environment.
Skills
- Zendesk product suite (Support, Messaging, Knowledge, Voice, Analytics, Quality Assurance, Workforce Management, Copilot, AI agents)
- Customer experience platforms (Zendesk, Salesforce, ServiceNow, HubSpot, Intercom, Genesys, or similar)
- AI, automation, or machine learning technologies in a customer service context
- Consulting
- Implementation
- Customer-facing roles
- SaaS
- Software implementation
- Technical consulting
- Customer support processes
- Problem-solving
- Communication
- Interpersonal skills
- Project management
- Training development and delivery
Location
- Remote (EMEA)
- Onsite (office for hybrid model)
Work Type
- Hybrid
- Full-time
Experience Level
- 3-5 years of experience
- Experienced
Education Level
- Bachelor’s degree or equivalent experience
Benefits
- Hybrid way of working
- Flexibility to work remotely
About the Company
- Zendesk software is built to bring calm to the chaotic world of customer service, powering billions of conversations with well-known brands.
- Zendesk believes in offering a fulfilling and inclusive employee experience.
- Our hybrid work model allows for purposeful in-person collaboration and learning, combined with remote flexibility.
Equal Opportunity
- Zendesk is an equal opportunity employer, committed to fostering global diversity, equity, & inclusion.
- Individuals seeking employment and employees are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
- We are an AA/EEO/Veterans/Disabled employer.
- Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.
- Artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications.