CX Senior Acceleration Consultant in City of London

Zendesk is seeking an exceptional Zendesk Consultant to become an integral part of our CX Accelerator Team. This pivotal role demands a deep expert in Zendesk products, capable of hands‑on configuration and delivering innovative solutions within a startup‑like, agile environment. The ideal candidate will demonstrate readiness and enthusiasm to work on client engagements for 4‑6 weeks and be willing to travel where necessary for customer engagements.

Key Responsibilities

Client Engagement and Consultation

• Collaborate with clients to understand their customer experience objectives and Zendesk platform needs.
• Lead discovery sessions to identify pain points and opportunities for Zendesk optimization.
• Provide guidance and actionable insights to clients on best practices for utilizing Zendesk products.

Hands‑on Zendesk Configuration

• Design, configure, and implement solutions tailored to client requirements based on Zendesk out‑of‑the‑box configurations.
• Identify opportunities for integration of Zendesk with existing client systems and workflows.
• Engage the necessary technical resources (e.g., TA) to support any requirements the customer has for consulting on integrations and custom solutions.

Project Management

• Oversee all phases of client engagements, from initial consultation through to solution delivery.
• Ensure projects are delivered on time, within scope, and meet client expectations.
• Communicate effectively with clients and internal teams, providing regular updates and addressing any issues that arise.

Training and Enablement

• Conduct training sessions and workshops for clients to empower them with the knowledge and skills to manage their Zendesk platforms effectively.
• Develop and deliver documentation and other resources to support client self‑sufficiency.

Continuous Improvement

• Gather and analyze client feedback to drive ongoing product and service enhancements.
• Stay up‑to‑date with the latest Zendesk innovations and industry trends to inform client solutions.

Travel and On‑Site Engagements

• Be willing to travel to client sites as needed to facilitate face‑to‑face engagements and deliver personalized service.

Key Requirements

Technical Expertise

• Extensive hands‑on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI.
• Strong understanding of customer support operations and CRM systems.

Experience

• Proven track record in roles such as Zendesk Consultant, Professional Services Consultant, or tech‑savvy Customer Success Manager.
• Experience working in an agile, startup‑like environment is highly desirable.

Communication and Interpersonal Skills

• Excellent verbal and written communication skills, with the ability to articulate complex solutions to diverse audiences.
• Strong relationship‑building skills and a customer‑centric mindset.

Problem‑Solving Abilities

• Demonstrated ability to think critically and creatively in solving complex client challenges.
• Strong analytical and troubleshooting skills.

Flexibility and Adaptability

• Experience of travelling for client engagements as needed.
• Ability to adapt to changing client needs and work environments.

Why Work With Us?

• We are basing this team on kindness, collaboration, encouragement and support.
• Our team thrives on helping customers adapt, so they can get value from an ever evolving product, in a dynamic market.
• This role has you in the centre of Zendesk, interacting with all of the different teams!
• We believe in long‑term career growth with phenomenal benefits that support both physical and mental wellbeing.

Zendesk is an equal‑opportunity employer committed to fostering an inclusive and diverse workforce. 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.