Senior Technical Business Consultant

Job Description

Position Overview

As a Business Consultant, you will be instrumental in advising our top 3,000 customers and prospects, helping them unlock the full potential of our AI-powered CX platform to drive measurable business outcomes. Simultaneously, you will empower our sales organization to exceed their sales and customer retention targets through best practices and strategic guidance.

Your primary objectives are twofold:

Customer Advisory: Guide our top 3,000 customers and prospects on leveraging the Zendesk AI-powered CX platform to transform their businesses. Help them achieve measurable results by enhancing customer and employee experiences, improving operational efficiency, and reducing costs. Sales and Retention: Strengthen our sales organization’s ability to sell the value of Zendesk’s AI-powered CX platform. Through direct customer engagement and knowledge sharing, you will enhance sales execution, drive new bookings and customer retention, and increase win rates and deal sizes.

Main Responsibilities

• Engage Strategically: Proactively work with our top 3,000 customers and prospects to help them achieve tangible business results through our AI-powered CX platform.
• Drive Sales & Retention: Achieve your bookings and retention goals while enabling the sales organization to effectively articulate and sell the value of our platform.
• Lead Consulting Engagements: Provide scalable and tailored consulting engagements to meet customer needs, including prescriptive recommendations backed by compelling business cases and ROI analysis. Aim to leverage Innovation Days as the conclusion of these engagements.
• Master Zendesk AI Solutions: Develop deep expertise in Zendesk’s AI solutions focused on customer and employee transformation, understanding their business impact, practical applications and use cases, product capabilities, and integration with technology partners and service offerings.
• Define Success Criteria & Value Realization: Collaborate with customers to understand their business objectives and challenges, developing clear success criteria for their transformation initiatives and value realization.
• Support Implementation & Change Management: Work alongside our Professional Services teams to define implementation and change management plans that foster customer confidence and long-term success.
• Manage Senior-Level Relationships: Cultivate and maintain leadership-level client relationships becoming a trusted advisor in defining and quantifying the value of their business transformation.
• Collaborate Across Teams: Work seamlessly with Solutions Consultants, Product Specialists, Customer Success, Services and Product Management to resolve customer challenges and drive adoption.
• Handle Multiple High-Stakes Projects: Manage multiple strategic customers and complex projects simultaneously while maintaining quality and impact.
• Enhance Best Practices & Sales Execution: Contribute to best-practice initiatives aimed at improving sales effectiveness, product offerings, service methodologies, and intellectual capital.
• Act as a Thought Leader: A thought leader advising customers and mentoring colleagues, delivering insights, shaping strategy, and strengthening industry leadership.
• Identify Process Improvement Opportunities: Regularly identify and recommend areas for process improvements within customer organizations that align with the capabilities of the Zendesk platform.
• Support Zendesk Partners: Work closely with Zendesk partners to ensure consistent customer engagement methodologies aligned with Zendesk principles.

Qualifications

• Education: Bachelor's degree in Business, Engineering, Computer Science, or a related field (MBA or advanced degree preferred).
• Proven Track Record: Demonstrated success in consistently exceeding customer requirements and business targets.
• Industry Experience:
  • 10+ years in consulting services within customer service or customer experience domains.
  • 3+ years of experience with artificial intelligence technologies and their practical applications in customer service and agent experience enhancement.
• Leadership & Influence: Strong ability to adapt to diverse stakeholder needs, drive impact through collaboration, and inspire confidence at all levels.
• Client Management Expertise: Exceptional instincts for client relationship management, with the ability to engage effectively at the executive level.
• Communication & Facilitation: Outstanding written and verbal communication skills, with experience leading facilitations and executive presentations.
• C-Suite Engagement: Comfortable building relationships and influencing C-suite executives.
• Travel Flexibility: Willingness to travel as needed.

The US annualized OTE (On Target Earnings) range for this position is $168,000.00-$252,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.