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Hybrid Managed Services Consultant

Zendesk · Melbourne, Australia, Australie · Hybrid

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Job Description

Who we're looking for
 

As a Managed Services Consultant, you will serve as a vital extension of our customers' teams, providing expert guidance and support to enhance their experience with Zendesk. You will manage a portfolio of customers, proactively addressing their needs and ensuring they realize ongoing value from their services subscription. This role requires a blend of consulting expertise, technical aptitude, and a commitment to delivering exceptional customer service.

What you'll be doing

  • Manage a diverse portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and ensure customer satisfaction.

  • Act as a trusted consultant, understanding customer business challenges and recommending tailored solutions within the Zendesk ecosystem.

  • Proactively manage and prioritize a backlog of tasks, ensuring optimal use of available hours and maximizing return on investment.

  • Maintain comprehensive product expertise across the Zendesk product line to provide informed guidance and support.

  • Collaborate with global teams to gather requirements, scope tasks, and implement best practices.

  • Conduct detailed account reviews and configuration analyses to identify opportunities for improvement.

  • Design, configure, test, and roll out complex updates in production environments, ensuring high-quality execution.

  • Contribute to the development of world-class customer service policies and operational improvements.

What you bring to the role

  • 3+ years of professional consulting or customer success experience, ideally in a customer-facing role.

  • Strong understanding of support processes and infrastructure.

  • Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.

  • Proven technical aptitude, with some experience in SQL/Java Scripting/ Python scripting and analytical tools such as Excel, Tableau, or Power BI.

  • Strong project management and relationship management skills, with the ability to multitask and prioritize competing demands.

  • A passion for technology and customer service, with a unique ability to empathize with customer needs.

  • Willingness to travel domestically up to 20% as required.

#LI-MJ1

    Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

    The intelligent heart of customer experience

    Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

    Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

    Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk 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. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

    Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.