Job Openings

• Customer Success
  Engagement Manager
  Our Engagement Managers are the calm, consistent customer force that gather customer business requirements and design a solution that meets their needs. They flawlessly follow our Customer Success methodology, inspiring extreme confidence along the way. This highly versatile position is responsible for the creation of the project plan, configuration of a customer’s Zendesk environment as well as transferring knowledge of the customer’s vision, goals, and completed project information both internally and amongst the customer’s project team. The Project Manager will also complete project milestones, document and prescribe the customer’s Success plan, and assist in managing the go-live phase of the customer.
  
  
  Responsibilities
  • Become proficient in customer support workflows and Zendesk’s business applications and services offerings. Apply this knowledge to Zendesk customer business needs to design high value services engagements.
  • Support our Sales team with a focus on large enterprise customers. Lead the development of services proposals, statements of work, and contract negotiations.
  • Manage partner resources from assignment to completion to ensure the customer has a positive Zendesk experience.
  • Work with external partner resources to ensure delivery methodologies are consistent with the Zendesk principles.
  • Manage executive level client relationships and provide team oversight during the delivery of services engagements.
  • Support account management team with minor customization requests from strategic accounts. 
  • Manage internal customer migrations using internal tools.
  • Contribute to practice development initiatives through the development of service offerings, best practices, methodologies, and other intellectual capital.
  • Team effectively with other parts of the organization, including Support and Product Management to address and resolve customer issues. 
  • Collaborate with Zendesk partners during the sales process and in delivering joint customer engagements. 
  Requirements
  • Bachelor's Degree
  • Excellent client management instincts and abilities and Executive-level presence
  • Strong written and verbal communications skills and experience in facilitation
  • Some experience with RESTful and JSON API implementation
  • Knowledge of HTML, XML, JavaScript and CSS
  • 4-6 years experience delivering support and/or consulting services,  preferably involvement in selling services
  • Project management experience (SOWs, contract management, risk management, staffing)
  • Experience selling and/or delivering support services, or experience with products and/or processes related to customer support groups
  • Ability and willingness to travel up to 15%
  #LI-AL1
  
  
  Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
  
  
  Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  
  
  
  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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  Technical Architect
  At Zendesk, our Customer Success Launch Team is the calm, consistent customer force that gathers customer business requirements, designs solutions, and configures their design in order to meet and exceed their customer’s needs.
  
  
  You will help 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 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 important 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)
  • Configure the Zendesk application to support the customer’s needs and 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
  • Perform issue identification, communication, and resolution for moderately complex issues
  • 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
  • Manage several projects and customers at one time
  • Maintain product expertise across the Zendesk product line
  • Perform issue identification, communication, and resolution for moderately complex issues
  • Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
  • Ability to gather requirements and document change orders and scopes for new and existing customers
  Requirements
  • Bachelors degree
  • Ability to deliver consulting onsite & remotely
  • Experience with various architectures (Web, Enterprise, SaaS) and methodologies
  • Experience with RESTful and JSON API implementation approaches
  • Highly motivated communicator capable of managing multiple tasks in a fast-paced environment
  • Good understanding of support process and infrastructure
  • Excellent instincts and ability to interface at Executive-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 (40%)
  
  
  #LI-AL1 
  
  
  Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
  
  
  Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.  
  
  
  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.
  Apply for this positionShare this position