„Zendesk“ kuria klientų aptarnavimo ir pardavimo programinę įrangą, padedančią organizacijoms vienoje susietoje aplinkoje valdyti pokalbius, pagalbos užklausas ir santykius su klientais. Platforma apima žinutes, tiesioginius pokalbius, dirbtiniu intelektu grindžiamą automatizavimą, duomenų privatumo ir apsaugos priemones bei agento darbo erdvę, todėl komandos gali lanksčiai organizuoti aptarnavimo veiklą augdamos. „Zendesk“ taip pat teikia profesionalias paslaugas ir mokymosi išteklius, o tarp jos deklaruojamų prioritetų yra individualizuotas bendravimas su klientais, integruotos darbo eigos, įvairovė ir įtrauktis bei tvarumas.
Senior CX Acceleration Consultant in São Paulo
At Zendesk, this consultant shapes customer experience transformations by configuring Zendesk solutions for clients. The role leads engagements, trains client teams, and improves customer support operations.
Aprašymas
- Understand clients’ customer experience goals and Zendesk platform needs.
- Run discovery sessions to uncover service challenges and optimization opportunities.
- Advise clients on effective ways to use Zendesk products.
- Design, configure, and implement client-specific solutions using Zendesk’s standard configurations.
- Find ways to connect Zendesk with clients’ existing systems and workflows.
- Coordinate technical specialists for integrations and custom solution consulting.
- Manage client engagements from initial consultation through solution delivery.
- Keep projects on schedule and within scope while meeting client expectations.
- Share updates with clients and internal teams, and resolve issues as they arise.
- Lead client training sessions and workshops.
- Create documentation and resources that help clients operate independently.
- Collect and assess client feedback to inform product and service improvements.
- Keep up with Zendesk releases and industry developments.
- Visit client sites when needed for in-person work and tailored support.
Reikalavimai
- Hands-on experience configuring Zendesk products.
- Strong subject matter expertise in Zendesk AI products.
- Solid understanding of customer support operations and CRM systems.
- Fluency in English, Portuguese, and Spanish.
- A record of success as a Zendesk Consultant, Professional Services Consultant, or technically skilled Customer Success Manager.
- Experience in an agile, startup-like setting is strongly preferred.
- Excellent spoken and written communication.
- Strong relationship-building ability and a customer-focused approach.
- Ability to apply critical and creative thinking to complex client challenges.
- Strong analytical and troubleshooting capabilities.
- Experience traveling for client work as needed.
- Ability to adjust to changing client needs and work environments.
- Willingness to travel when customer engagements require it.
Privalumai
- Hybrid schedule with the option to work remotely for part of the week.
- Opportunities for personal and professional development.
- Inclusive workplace supported by global diversity, equity, and inclusion initiatives.
- Reasonable accommodations for applicants with disabilities and disabled veterans.