Senior Services Consultant

Zendesk

. Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements .

Posted 9/30/2026full-timeSão Paulo • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading SaaS implementation projects, translating complex business requirements into scalable solutions, and managing customer relationships throughout the implementation lifecycle. Proficient in facilitating discovery sessions, developing training materials, and mentoring team members to enhance service delivery.

Highest-signal resume keywords

SaaS Implementation ExperienceSolution Design SkillsProject ManagementCustomer Relationship ManagementChange Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Implementation MethodologiesTesting PracticesTraining DevelopmentSolution ConfigurationFacilitation Skills

Soft Skills

Excellent CommunicationRelationship-BuildingAdaptabilityProactive Problem-SolvingMentoring

Tools & Technologies

Zendesk

Industry Keywords

Customer DiscoveryConsultative SellingEnterprise CustomersGo-Live SupportStakeholder Management

About the role

Key responsibilities & impact

Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements
Act as a trusted advisor, providing strategic recommendations aligned to customer outcomes and Zendesk best practices
Translate customer needs into scalable solution designs, implementation plans, and clear delivery requirements
Configure and optimize Zendesk solutions for sophisticated customer workflows and business outcomes
Own project workstreams across discovery, design, configuration, testing, training, and go-live support
Lead customer-facing working sessions with technical and executive stakeholders
Build and manage customer relationships throughout the implementation lifecycle
Partner with Project Managers, Technical resources, Account teams, Product, and Support teams
Manage multiple enterprise customers and prioritize work across a portfolio
Identify risks, dependencies, and blockers and drive resolution
Develop testing plans, training materials, enablement sessions, and go-live readiness activities
Mentor Services Consultants and contribute to team capability development
Share implementation insights, reusable assets, and best practices
Contribute to internal initiatives strengthening the Services organization and customer experience
Help customers launch successfully and maximize their Zendesk investment

Requirements

What you’ll need

5+ years of SaaS implementation, consulting, or professional services experience
Demonstrated experience leading complex implementations for enterprise customers
Strong discovery, facilitation, solution design, and consultative selling skills
Proven ability to translate complex business requirements into scalable, practical solutions
Experience managing multiple projects or workstreams and prioritizing across competing deadlines
Excellent communication and presentation skills, with the ability to influence technical and executive audiences
Strong relationship-building skills and a customer-first mindset
Comfort navigating ambiguity, managing stakeholders, and operating independently with limited oversight
Demonstrated ability to identify risks, make sound decisions, and drive work through to completion
Experience mentoring peers or contributing to the development of less experienced consultants
Strong understanding of implementation methodologies, change management, testing, training, and go-live practices
Organized, proactive, adaptable, and comfortable working in a fast-paced environment
Travel as needed

Benefits

Comp & perks

Hybrid way of working with flexibility to work remotely for part of the week
Inclusive workplace and equal opportunity employment
Reasonable accommodations for applicants with disabilities and disabled veterans