Our Customer Success Launch Team is the calm, consistent customer force that gathers customer business requirements, designs solutions, and configures their Zendesk according to that design in order to meet and exceed their needs.
You will assist customers both onsite and remotely to listen to what the customer is trying to accomplish with Zendesk, make recommendations based on what you’ve seen work with other launches, and define, document and execute the right technical solution for what they are trying to do. You will work hand-in-hand with a Zendesk Engagement Manager, who is responsible for the project and customer deliverables holistically.
As the functional and technical project lead, you will be responsible for documenting the technical and functional components of a customer engagement and will be an integral part of the customer’s overall experience.
Understand, document, and implement functional and business requirements from the customer and translate into a design according to scope
Ask questions and dig into the customer’s use-case, capture the business problem we are solving together, and configure their Zendesk in order to quickly and expertly make it #beautifullysimple
Run Design & Configuration sessions with customers (onsite or remote)
Production of Functional and Technical Design Documentation
Configuration of the Zendesk application to support the customer’s needs and help to drive value in their organization
Conduct virtual meetings, trainings and knowledge transfer sessions according to our Customer Success methodology
Make sure all deliverables are completed, manage related schedules, meet milestones, and bring creative/technical success to the customer experience
As necessary, communicate customer project and issue status consistently and regularly against the project plan to the Zendesk Engagement Manager
Create custom reports using GoodData (Insights) based on customer requirements
Engage in several projects and customers at one time
Maintain technical product expertise across the entire Zendesk product line
Perform issue identification, communication, and resolution for complex issues related to the project delivery
Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
Ability to gather technical requirements and document change orders and for new and existing customers
Ability to lead onsite technical account reviews of new and existing customers documenting recommendations, best practices, actionable next steps.
Ability to deliver consulting onsite & remotely
Experience with various architectures (Web, Enterprise, SaaS) and methodologies
Experience with RESTful and JSON API implementation approaches
Expert on Zendesk configuration and implementation approaches
Expert on Zendesk App Framework and related SSO capabilities
Highly motivated communicator capable of managing multiple tasks in a fast-paced environment
Good understanding of support processes and infrastructure
Excellent instincts and ability to interface at a senior level with ease
Excellent communication, interpersonal skills, and eloquent writing skills
Passionate about customer service and how it can transform businesses
Strong organizational skills and an ability to multitask without getting frazzled
Willing and able to travel domestically/internationally (40%)
Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
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