Job Description

Location: Bangalore, India

Description:

As an Associate Manager, Services Consulting, you will lead a team of consultants responsible for delivering high-impact solutions to our customers. You will oversee project execution, ensure best practices, and support customer success while also managing team performance, growth, and engagement.

To be successful in this role, you’ll need to be an established and experienced Professional Services consultant who enjoys working on software, mentoring, managing, and closely monitoring billable utilization, and staffing capacity. This is a customer-centric role and we are looking for an individual who feels strongly not only about leading a diverse team, but also passionate about interfacing with customers on a daily basis.

KEY RESPONSIBILITIES

• Lead and mentor a team of consultants, ensuring high performance and continuous development

• Oversee the successful implementation of SaaS solutions, ensuring timely execution and high customer satisfaction

• Implement best practices and continuously improve delivery methodologies to enhance efficiency and quality

• Collaborate with internal teams, including Sales, Product, and Support, to ensure seamless customer experiences

• Track team performance, project outcomes, and customer satisfaction, leveraging insights to drive improvements

• Address project risks and challenges proactively, ensuring smooth resolution and stakeholder alignment

• Lead and mentor team members to achieve period over period improvement utilization, productivity, and quality targets..

• Contribute to and be measured on Zendesk Professional Services bookings and revenue targets.

• Be a product expert and super-user, maintain deep understanding of the Zendesk product suite, focusing on AI agents and associated tools

• Maintain deep understanding of how Zendesk manages conversation workflows and data (Zendesk Messaging)

• Lead on the delivery of customer implementations through all phases of the onboarding journey: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize and closure

• Clarify the customer vision and drivers for automation linked to their pain points, objectives and KPIs

• Assist the customers’ team in use case discovery and mapping of processes to be automated

• Own the solution design and guide the customer through the process of building their AI agent, providing recommendations and insights on best practice into conversational design

• Provide guidance on strategies to support effective change and release management across sandbox and production environments

• Partner with Technical Architects to assist customers in the design and implementation of conversational flows that leverage API integrations

• Support the design of test strategies to ensure customers are able to effectively test the operation of their AI agents prior to launch, providing good coverage across all use cases

• Provide a level of quality assurance to ensure the implementation of efficient and effective AI agent solutions, optimised for the channels and languages to be supported

• Support and assist customer launch activities, to enable a successful go-live event

• Manage a controlled closure for onboarding projects, incorporating a Success Onboarding Review (SOR) and the transition to a ‘BAU’ operational state for the customer (customer journey ‘Adoption’ stage)

• Manage an effective handover to the Customer Success team, contributing to the creation of an initial success plan to act as the roadmap for continuous improvement

• Bring valuable product insights back into the product organization, to drive product improvement and innovation

KEY SKILLS

• 5+ years of experience in consulting, professional Services or SaaS solution delivery

• 3+ years of hands on experience with the Zendesk product, including Ultimate product

• Passionate about customer service and how it can transform businesses.

• Willingness to roll up your sleeves and able to pitch in on the tactical aspects of supporting team members and customers.

• Experienced in CX automation, client onboarding, service delivery or solution consulting at a technology / SaaS company

• Good understanding of technical & solution architecture concepts, including APIs

• Applied business analysis skills and experience, used to map business processes, elicit / document customer requirements and scope projects

• Solid project management skills to scope, plan, prioritise and track work, keeping stakeholders updated on progress

• Applied experience in the design and implementation of chatbot solutions providing rich and engaging CX experiences, including conversational design best practices

• Analytically minded, with the ability to leverage complex data insights to suggest improvements to solution designs and enhance operational effectiveness / efficiency

• Excellent relationship management and communication skills (written and verbal), with ability to set and manage expectations across a diverse range of stakeholders

• Focus on service quality and customer satisfaction

• Strong coaching and troubleshooting skills

Work Location & Hours Expectations:

• We recommend being in the office 2 to 3 times per week to foster collaboration and teamwork. However, flexibility is provided based on business needs

• Working hours may need to be adjusted to match customer time zones where necessary, ensuring effective communication and project delivery

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Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

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.