Posted a month ago by

Technical Architect

San Francisco, CA, United States
Employment: Full Time Experience: Mid-Level

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.

Responsibilities:
  • 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.
Requirements:
  • Bachelor's degree
  • 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%)
Equal Opportunity Statement

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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