Services Consultant

About Envoy:

Envoy was born from years of Zendesk experience. While we are a separate team, we maintain close ties with our Zendesk counterparts and our customers benefit from our deep Zendesk expertise and firsthand knowledge of new products and updates.

We believe great teams deserve great tools, and we make it happen. By combining technical expertise with an easy, personalized, and human experience, we set even our most complex clients up for success. We’re here to help clients save time, optimize customer support processes, and evolve customer experience keeping our clients one step ahead of the competition.

Our professional services firm specializes in next generation customer experience. Our partner eco-system currently includes Zendesk, Gong, Ultimate.ai, and Ada and we will continually evolve our offering. 

Who you are and what you’ll work on:

Our Professional Services team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk. 

We get enterprise organizations on-boarded quickly and easily by helping them to use, see, learn, and believe in Zendesk. A Services Consultant is an experience-maker for Zendesk customers - passionate about making communication easy through customer service and how doing that well can transform a businesses’ relationships.

You’re strategic and have technical expertise. You’ll make recommendations based on what you’ve seen work, and you’ll define, document and execute the right technical solution for your client’s needs. As the functional and technical project lead, you will be responsible for documenting the technical and functional components of customer engagement and will be an integral part of the client’s overall experience.

Responsibilities:

• Understanding, documenting, and implementing functional and business requirements from the client.
• Guide and educate Zendesk customers using the Envoy Success Methodology and Framework to give them proactive assistance as they onboard and configure their Zendesk
• Maintain product expertise across the Zendesk product line
• Collaborate in establishing world-class customer service policies, processes and standards
• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
• Conduct meetings onsite and remotely according to the Envoy Customer Success methodology standards
• Perform issue identification, communication, and resolution for moderately complex issues
• Respond to high-profile, high-impact customer escalations in a fashion that encourages confidence and continued customer loyalty
• Translating client goals and success criteria into a design according to scope
• Asking questions and digging into the customer’s specific use-cases, capturing the business problem that you are solving together
• Running Design & Configuration sessions with customers (onsite or remote)
• Recommending best practices in alignment with client’s organizational and functional requirements
• Preparing and presenting Functional Design Documentation to different levels of the client’s organization
• Configuring the Zendesk application to support the customer’s needs and help to drive value in their organization
• Conducting virtual meetings, training, and knowledge transfer sessions according to our Customer Success methodology
• Assist with SSO configuration and authentication
• Connect applications via APIs

Requirements:

• Bachelor's Degree
• 3+ years of professional consulting experience, ideally in a customer-facing role.
• Good understanding of support process and infrastructure; passionate about customer service and how it can transform businesses
• Excellent instincts and ability to interface at Manager-Level with ease
• Excellent communication, interpersonal skills, and eloquent writing skills
• Empathy and an outstanding ability to understand customer needs
• Passionate about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal
• Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
• Ability to manage competing priorities effectively across multiple customers and projects, ensuring timely completion of action items across the project portfolio
• Ability to manage projects to a timeline, based on the scope provided, and ensure deadlines are met and any delays escalated
• Ability to capture requirements and issue change orders and scopes for new and existing customers
• Ability to deliver consulting onsite & remotely and regularly achieve utilization target
• Willing and able to travel domestically up to 10%
• Familiar with API’s and experience making API Connections
• Familiar with SSO, Authentication and how to map attribute information via SSO solutions