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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and implementing Zendesk solutions tailored to customer needs, while effectively managing projects and engaging stakeholders. Proficient in delivering training and optimizing customer experiences through strong communication and problem-solving skills.
Highest-signal resume keywords
Zendesk ImplementationCustomer Experience OptimizationProject ManagementTechnical ConsultingFluency in English and French or German
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SaaSSoftware ImplementationCustomer Support ProcessesAI TechnologiesAutomationMachine LearningZendesk Product SuiteSolution DesignTechnical AptitudeComplex Problem-Solving
Soft Skills
CommunicationInterpersonal SkillsOwnershipIndependenceCollaboration
Tools & Technologies
SalesforceServiceNowHubSpotIntercomGenesys
Industry Keywords
Customer-Facing ProjectsProfessional ServicesStakeholder EngagementTraining DevelopmentRevenue Generation
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Work on customer-facing projects with enterprise customers to design, implement, and optimize Zendesk as a complete resolution platform
- Understand customer needs and translate them into functioning, optimized Zendesk resolution platforms aligned with customer goals
- Collaborate with services, pre-sales, post-sales, and product teams
- Manage projects end to end and contribute to wider delivery teams on large engagements
- Lead workshops and theoretical conversations, both remotely and onsite, while working hands-on in the product
- Lead discovery, consulting, and design workshops
- Challenge assumptions, uncover underlying needs, and translate them into effective Zendesk designs
- Translate business processes and customer requirements into practical, scalable Zendesk configurations and solutions
- Lead customers through onboarding and coach them to adopt best practices and achieve sustained platform adoption
- Maintain and develop knowledge of the Zendesk product suite, including Support, Messaging, Knowledge, Voice, Analytics, Quality Assurance, Workforce Management, Copilot, and AI agents
- Incorporate new features and capabilities to maximize customer value
- Develop custom training materials and lead customer training sessions
- Deliver Professional Services engagements within agreed scope, timelines, and budget
- Manage multiple projects and competing priorities
- Identify, communicate, and help resolve project risks, issues, and dependencies
- Communicate complex technical concepts and recommendations to non-technical stakeholders and executives
- Contribute to revenue through billable utilization, accurate timesheet management, and effective client service delivery
Requirements
What you’ll need- Bachelor’s degree or equivalent experience
- Fluency in English and either French or German (mandatory)
- Three to five years of experience in consulting, implementation, or another customer-facing role
- Experience delivering complex customer technology projects from initial planning and solution design through implementation and successful outcomes
- Experience in SaaS, software implementation, or technical consulting
- Ability to engage stakeholders at different levels
- Good understanding of customer support processes and systems
- Technical aptitude and ability to quickly learn new tools and systems
- Strong problem-solving, communication, and interpersonal skills
- Ability to build trusted customer relationships and explain complex concepts clearly
- Strong ownership, independence, initiative, and personal accountability
- Proven ability to manage competing priorities, work autonomously, and drive projects forward in a primarily remote and asynchronous EMEA environment
- Collaborative mindset and commitment to delivering a high-quality customer experience
- Comfortable working in a fast-changing, technology-driven environment
- Hybrid working model, with two days per week in the office
- Willingness to travel up to approximately 20% of the time for customer onsites
- Familiarity with customer experience platforms such as Zendesk, Salesforce, ServiceNow, HubSpot, Intercom, Genesys, or similar (preferred)
- Experience in Employee Services (preferred)
- Experience or familiarity with AI, automation, or machine learning technologies in a customer service context (preferred)
Benefits
Comp & perks- Hybrid way of working with flexibility to work remotely for part of the week
- Opportunity to connect, collaborate and learn in person at Zendesk offices
- Inclusive workplace and equal opportunity employment
- Reasonable accommodations for applicants with disabilities and disabled veterans