Senior Solutions Consultant

📋 Description

• • As a Senior Solutions Consultant at Zendesk, you will be instrumental in transforming how leading global brands leverage our cutting-edge, AI-powered platform to redefine their customer and employee experiences. You will operate as a trusted advisor and a technical thought leader, taking the helm in understanding and addressing complex customer challenges. Your primary focus will be on designing and delivering innovative, scalable solutions that translate ambitious business objectives into tangible, measurable results.
• • You will collaborate closely with Sales, Product, Engineering, and Customer Success teams to architect strategic roadmaps that enhance operational excellence, foster customer growth, and establish new benchmarks for service delivery in a dynamic and rapidly evolving market landscape.
• • A core responsibility involves leading comprehensive technical and business discovery sessions. This includes deeply understanding customer pain points, conducting thorough AI readiness assessments, and crafting bespoke demonstrations and proofs of value that vividly illustrate Zendesk’s unique and differentiated value proposition.
• • You will architect sophisticated AI-driven Customer Experience (CX) and Employee Services (ES) solutions. This involves translating advanced AI/ML capabilities, such as automation, conversational bots, predictive analytics, and orchestration, into clear, business-centric narratives that resonate with diverse audiences, from technical IT professionals to C-suite executives.
• • You will drive the technical strategy throughout the entire sales cycle, owning the end-to-end technical engagement. This spans from initial qualification and solution design through to the execution of pilot programs, ensuring that every proposed solution meticulously aligns with customer goals, business requirements, and relevant compliance standards.
• • A significant part of your role will be to architect secure, scalable solutions that seamlessly integrate with Zendesk's robust APIs, middleware, telephony systems, and leading cloud platforms like AWS, Azure, and GCP. This ensures the enablement of fluid workflows and advanced automation capabilities for our clients.
• • You will foster strong cross-functional collaboration, working closely with internal teams to align customer needs with Zendesk’s product roadmap. Your insights will influence future product innovations and contribute to a cohesive and effective go-to-market strategy.
• • You will be responsible for measuring and optimizing the impact of Zendesk solutions. This involves leveraging Zendesk analytics and key AI performance metrics, such as sentiment analysis, ticket deflection rates, and time-to-resolution, to clearly demonstrate return on investment (ROI) and inform continuous improvement initiatives.
• • You will act as a champion for AI adoption within client organizations. This includes collaborating with Customer Success teams to drive AI uptake through value realization initiatives and proactively promoting the adoption of new AI capabilities as they become available.
• • A commitment to continuous learning is essential. You will consistently build and deepen your expertise in AI, automation, and emerging CX and ES technologies, actively sharing these insights to position Zendesk as a recognized market thought leader.
• • You will be expected to think strategically and consultatively, framing solutions not just around features, but around measurable customer outcomes and business impact.
• • Technical fluency and a deep curiosity for how AI and automation are reshaping customer experience will be key to your success.
• • You will act as a collaborative influencer, working seamlessly across different functions, aligning teams, and earning the trust of various stakeholders.
• • A customer-obsessed mindset, characterized by deep listening, authentic empathy, and designing solutions with the customer at the very center, is crucial.
• • You will leverage your analytical storytelling skills to transform data and metrics into compelling business insights that drive decision-making.
• • As an innovative problem solver, you will approach challenges creatively, utilizing technology to unlock new opportunities and deliver exceptional value for our clients.