Job Description

Managed Services Consultant

Our Managed Services team supports customers with subscription services on an ongoing basis, helping them adopt, expand, optimize, and maintain their use of Zendesk products as their businesses grow and evolve. We function as an extension of their teams, consulting on design and configuration best practices, and offering the hands-on support they need to realize their vision.

As a Managed Services Consultant, you will be responsible for configuring Zendesk solutions and consulting on configuration best practices for our global portfolio of managed services customers. You will analyze current configurations to recommend optimizations, investigate configuration options to address customer requests, and implement configuration updates in production environments. You will collaborate with our global team of Managed Services Consultants to ensure customers realize ongoing value from their services subscription and view the Managed Services team as an extension of their own. You may be required to work directly with customers in the Japan region.

What you'll be doing

• Product Expertise: Maintain comprehensive knowledge across the Zendesk product line.
• Task Management: Handle a backlog of work for your customer portfolio, prioritizing tasks within available hours.
• Customer Guidance: Provide proactive assistance and business consultation to help customers maintain and optimize their Zendesk products.
• CX Collaboration: Work with the CX team members globally to gather configuration requirements, offer recommendations, and learn from self training.
• Account Reviews: Conduct detailed account reviews and configuration analyses to identify improvement opportunities based on best practices and unique customer use cases.
• Configuration Updates: Design, configure, test, and roll out complex, high-stakes configuration updates in production environments.
• Process Improvement: Contribute to processes and operational improvements within this rapidly growing team.

What you bring to the role

Basic Qualifications:

• 3-6 years of professional consulting or customer success or implementation experience for SaaS solutions, ideally in a customer-facing role.
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal.
• Excellent communication and interpersonal skills, with the ability to interact effectively both internally and with customer stakeholders.
• Native in Japanese, and business in English skills are a must.
• Strong problem-solving skills with the ability to troubleshoot and find multiple solutions to complex problems.
• Exceptional attention to detail, with the ability to make complex, high-impact changes in production environments confidently.
• Ability to work independently, manage multiple project initiatives simultaneously, and offer proactive recommendations.

Preferred Qualifications:

• Experience with Zendesk or in the customer experience industry.
• Good knowledge in SQL/Python/Java scripting.
• Experience with analytical tools like Excel, Tableau, or Power BI.
• Experience with AI tools and/or AI knowledge such as AI chatbot, Machine Learning, NLP, LLM.
• You will be expected to obtain the Zendesk Admin & AI products qualification within a set of timeline.

Where We Work:

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.

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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.