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- Tasks: Lead customer experience strategy and build relationships with clients to drive value.
- Company: Join Zendesk, a leader in customer engagement software.
- Benefits: Flexible remote work, competitive salary, and opportunities for professional growth.
- Other info: Dynamic, inclusive culture with a focus on collaboration and innovation.
- Why this job: Make a real impact on customer experiences while working with innovative technology.
- Qualifications: 15+ years in customer support, strong communication, and analytical skills required.
The predicted salary is between 80000 - 100000 £ per year.
Zendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Value Architect. The Value Architect is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and coaching of customers for wider communication of Value in their organisation, C-Suite alignment, playback and detailed defensible Value Architecture.
A Value Architect at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C Value Cases, influences ARR, works in close partnership with sales, customer success, solutions consulting and enablement teams in a fast-paced, high-growth, rapidly changing environment and is a key catalyst in closing deals.
We’re looking for an experienced team player, innovative, and engaging. You should be well versed in customer support and contact centres, knowledgeable in the technology that supports contact centres, and comfortable helping other CX professionals set and achieve their various strategies. The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer.
Responsibilities:- Lead contact centre Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders. Develop compelling recommendations and present them back to customer executive stakeholders.
- Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups.
- Deep understanding of, and passion for, the customer lifecycle and managing the customer experience.
- Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges. Help customers/prospects develop integrated, omnichannel customer engagement strategies.
- Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy.
- Collaborate with the Success organisation to recommend additional technology capabilities that will continue to drive value for our customers.
- Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results.
- Provide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate.
- Leverage market/industry data to develop compelling content themes/topics for customer presentations.
- Content creation and thought leadership content and deliver business enablement.
- Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.).
- Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trends.
- 15+ years of operational experience in customer support or contact centre roles, with at least half at senior/senior management/senior consultant level.
- 5+ years of contact centre value consulting experience, ideally in the context of helping customer support organisations achieve their strategic objectives through the use of technology.
- Strong knowledge of the technology and tools that support contact centres.
- Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders.
- Deep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse, calculate and identify key challenges and value opportunities from the data.
- Experience performing detailed data analysis.
- Experienced in analytics within G-sheets or similar.
- Experience addressing rapid growth and scale with a customer support organisation.
- Experience with customer service departments of varying sizes.
- Excellent written and verbal communication and presentation skills.
- Expert understanding of customer support and contact centre financial concepts.
- Desirable extra language skills: French, Spanish, German, Italian.
Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organisations the flexibility to move quickly, focus on innovation, and scale with their growth.
Principal Value Architect employer: Zendesk Group
Contact Detail:
Zendesk Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Value Architect
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. The more people you know, the better your chances of landing that Principal Value Architect role.
✨Tip Number 2
Prepare for those interviews by researching Zendesk inside out. Understand their products, values, and recent news. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to articulate your experience and how it aligns with the role. Use examples from your past work to demonstrate your skills in customer experience and value consulting.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining Zendesk and ready to take the next step in your career.
We think you need these skills to ace Principal Value Architect
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Principal Value Architect role. Highlight your experience in customer support and contact centres, and how it aligns with the responsibilities mentioned in the job description.
Showcase Your Achievements: Don’t just list your past roles; showcase your achievements! Use specific examples that demonstrate your ability to lead digital strategy projects and facilitate executive conversations. Numbers and results speak volumes!
Be Authentic: Let your personality shine through in your application. We’re looking for someone innovative and engaging, so don’t be afraid to show us who you are and what makes you passionate about customer experience.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need to make your application stand out!
How to prepare for a job interview at Zendesk Group
✨Know Your Value Consulting Inside Out
Before the interview, dive deep into the principles of value consulting, especially in the context of customer experience. Familiarise yourself with Zendesk's offerings and how they align with customer needs. This will help you articulate your insights and demonstrate your expertise during discussions.
✨Prepare Compelling Case Studies
Bring along specific examples from your past experiences where you've successfully led value consulting engagements. Highlight your role in developing strategies that improved customer experience and drove business results. This will showcase your ability to deliver tangible value to potential clients.
✨Master Executive Communication
Since you'll be interacting with C-level stakeholders, practice your executive communication skills. Prepare to present complex ideas clearly and concisely. Use storytelling techniques to make your points relatable and impactful, ensuring you can engage your audience effectively.
✨Showcase Your Analytical Skills
Be ready to discuss how you've used data analysis to drive decisions in previous roles. Familiarise yourself with key performance indicators relevant to contact centres and be prepared to explain how you've interpreted data to identify opportunities for improvement. This will demonstrate your analytical prowess and strategic thinking.