Who We're Looking For
At Zendesk, we believe that customer service is a superpower. Our CX Acceleration Team is a fast-paced, high-impact group operating like an internal startup, dedicated to helping our Enterprise clients unlock the full potential of their Zendesk investment, fast. We thrive on kindness, collaboration, and a shared mission to empower customers to achieve transformative success in a dynamic market.
We're looking for a seasoned, empathetic, and action-oriented consultant to join our team. If you are passionate about blending deep hands-on technical mastery and Zendesk administration with strategic consulting-if you love solving complex, high-stakes customer problems and immediately seeing your work drive measurable business outcomes-then you belong with us. This role is a central connector within Zendesk, giving you the visibility and influence to redefine CX implementation excellence.
What You'll Be Doing
As a CX Acceleration Consultant, you will lead focused, short-term engagements with our most strategic clients to drive immediate, measurable improvements in their Zendesk ecosystem and overall CX maturity. Your mandate is to accelerate value realization through expert consultation and hands-on configuration.
- Accelerate Value: Conduct comprehensive technical assessments and deep-dive discovery sessions to quickly identify high-impact configuration and optimization opportunities within client Zendesk environments (including integrations and apps).
- Drive Executive Alignment: Secure commitment and foster strong, collaborative relationships with all stakeholders, from frontline agents and administrators up to C-level executives (CxOs), ensuring executive sponsorship for CX transformation initiatives.
- Implement and Optimize: Lead and execute deep, hands-on configuration changes and administrative updates within the client's Zendesk platform, delivering tangible quick wins and optimizing complex use cases directly.
- Maximize Feature Utilization: Directly implement configurations that ensure customers are able to fully utilize purchased Zendesk product features, accelerating time-to-value (TTV) and driving higher product adoption.
- Orchestrate Resources: Effectively coordinate and mobilize cross-functional Zendesk teams (Success, Sales, Services, Product) to align support, technical resources, and product roadmaps with the client's acceleration goals.
- Deliver and Close: Conduct formal internal and external close-out reviews with executive management, clearly quantifying the value delivered, detailing final recommendations for sustained success, and outlining future partnership opportunities.
- Champion Improvement: Capture learnings and best practices from engagements, partnering with enablement teams to continuously refine our global delivery models and share knowledge across the organization.
What You Bring to the Role
We recognize that great talent comes in many forms. We welcome diverse professional backgrounds and perspectives.
Basic Qualifications
- Experience in a Senior Customer-Facing Role: 5+ years of experience in technical enterprise client-facing roles such as Senior Technical Account Manager, Senior Solutions Consultant, or Senior Customer Success Manager.
- Zendesk Ecosystem Mastery: Expert-level, verifiable hands-on Zendesk administrative experience, including deep configuration of triggers, automations, channels, custom objects, and advanced features across the Zendesk Suite.
- Technical Consulting Acumen: Proven ability to conduct technical assessments, analyze system architectures (including integrations), and implement logic-based workflows and SaaS solutions
- Impact-Driven Leadership: Experience mobilizing teams and driving actions that result in clear, measurable outcomes for the client, such as improved configuration maturity scores, higher feature utilization, and increased customer retention.
- Communication & Presence: Exceptional verbal and written communication skills, with a proven capability to present complex technical findings and value propositions to executives (CxOs) and operational staff alike.
Preferred Qualifications:
- Service Management Expertise: Strong functional knowledge of IT Service Management (ITSM), Customer Experience Management (CXM), or Operational Support best practices.
- Cross-Functional Collaboration: Prior success working within a matrixed or collaborative professional services environment.
- Lateral Thinking: Demonstrated aptitude for creative problem-solving and developing alternative, scalable solutions based on technical curiosity and business context.
