Job Description

Who We’re Looking For

We are looking for an experienced Zendesk Implementation Consultant to join our Professional Services team. In this role, you will partner with enterprise customers to design, implement, and optimize solutions that support their business objectives. As a consultant, you will act as a trusted partner to customers—understanding their needs, translating them into effective customer services solutions, thinking about Zendesk as a complete resolutions platform. You will work with both new and existing customers to guide them through onboarding and ongoing optimisations of their processes, approach and software.

This professional must look beyond immediate technical needs to align all technology solutions with the long-term business goals, such as product adoption, revenue growth, operational efficiency, and customer satisfaction, ensuring that software investments deliver significant organizational value and competitive advantage.

Our Way of working:

We’re big fans of the "best of both worlds" here at Zendesk! This role features a hybrid work model (2 days in the office per week) giving you the perfect blend of home flexibility and office energy. You'll get to dive into our vibrant culture in person while enjoying all our amazing office perks—from great snacks to even better collaborative spaces—designed to keep you inspired and connected.

What You’ll Be Doing

Guide customers through onboarding, ensuring successful adoption of the platform
Develop and deliver customized training programs, including 'Train-the-Trainer' materials, to ensure customer teams are proficient in leveraging Zendesk for maximum business value and self-sufficiency.
You will work closely with cross-functional teams to deliver projects end-to-end, balancing both functional design and hands-on configuration.
Driving discovery sessions and design workshops (remote and onsite) to gather and refine customer requirements
Translate business needs into practical Zendesk configurations and solutions
Maintain continuous, in-depth understanding of the evolving Zendesk product suite, proactively integrating new features and updates to provide practical, high-value customer solutions, ensure optimal adoption, and offer strategic advice to enhance business objectives and customer experience.
Deliver Professional Services engagements within agreed scope, timelines, and budget
Identify, communicate, and help resolve project risks and issue
Collaborate with customer stakeholders to define best practices in customer service processes and workflows
Support optimisation initiatives for existing customers to improve performance and outcomes
Contribute to revenue through billable utilisation and delivery of services

What You Bring:
Core Requirements:

3-5 years of experience in SaaS consulting, implementation in customer-facing roles
Experience in SaaS, software implementation, or technical consulting with stakeholders at different levels
Fluency in English written and spoken
Experience supporting complex customer technology delivery projects
Proven ability to translate complex technical concepts and solutions into clear, actionable business language for non-technical stakeholders and executive audiences
Good understanding of customer support processes, systems
Technical aptitude and ability to quickly learn new tools and systems
Strong organisational skills, accountability, and the ability to manage priorities effectively.
Highly strategic and forward-thinking technology consultant.
You will bring a strong customer focus, solid consulting fundamentals, and the ability to deliver high-quality work across multiple engagements.
Strong communication and interpersonal skills, with the ability to work effectively
Ability to manage time, priorities, and project deliverables independently
Customer-focused mindset with strong problem-solving skills
Comfortable working in a fast-paced, technology-driven environmen
Willingness to travel to customer locations (up to 30%)

Preferred Experience:

Familiarity with customer experience platforms such as Zendesk, Salesforce, ServiceNow, HubSpot, Intercom, Genesys, or similar
Technical aptitude and ability to quickly learn new tools and systems
Fluency in any European language French or German language skills
-Experience or familiarity with AI, automation, or machine learning technologies in a customer service context

What Sets You Apart

A pragmatic, solution-oriented approach
Strong organisational and multitasking abilities
Confidence working with customers and building trusted relationships
A collaborative mindset and commitment to delivering a high-quality customer experience
Demonstrates a consistently high sense of ownership, taking personal responsibility and accountability for the successful, high-quality delivery of projects from start to finish.
Proven ability to drive projects forward autonomously and work effectively with asynchronous teams across the EMEA region

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.

Zendesk Implementation Consultant-English Speaker

Benefits

Job Description