Envoy Studios, INC Associate Implementation Consultant Remote · Full time

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Envoy is a professional services firm specializing in next generation customer experience. Our partner eco-system currently includes Zendesk, Gong, Ultimate.ai, and Ada and we will continually evolve our offering. Our company culture is built on trust and a human-centered approach to everything we do. With a fully remote workforce, our strong employee-first culture is what helps us delight customers, have an engaged team, and accelerate our growth.

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 clients 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 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 processes, and evolve their experience to keep them 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:

You are passionate about the client experience. As an implementation consultant, you will help clients achieve the best client experiences from the start of the implementation through to the handoff back to the CSM team. By listening carefully to what the client’s specific needs are, you will partner and help them to implement and set up the tool to address the specific use cases to best support their organization.

You are tech savvy, strategic, and have sales expertise. You have knowledge of the business value drivers, practices and processes used by Sales teams and you’ll make recommendations based on what you’ve seen work. You’ll design the right solution for your client’s needs and support their move from current state to future state.

You enjoy contributing to an organization’s development. You’ll help leadership shape the culture, strategy and future talent of the Acceleration practice through your insights from working with our clients.

What you’ll be responsible for:

• Translating client goals and success criteria into a design according to scope
• Asking questions and digging into the client’s specific use-cases, capturing the business problem that you are solving together
• Running Design & Configuration sessions with clients
• Recommending best practices in alignment with client’s organizational and functional requirements
• Documenting functional requirements and configuring the application to support the client’s needs and help to drive value in their organization
• Facilitating sustainable organizational change for clients
• Managing deliverables, schedules and milestones within scoped time and budget
• Engaging in several projects and with several clients at one time
• Maintaining product knowledge across supported products
• Performing early issue identification, communication, and resolution for complex issues related to the project delivery
• Responding to high-profile, high-impact client escalations in a fashion that inspires confidence and continued client loyalty

Must Haves:

• Bachelor’s Degree and 2 years of experience
• Highly motivated with strong organizational skills and capable of managing multiple tasks in a fast-paced, fully remote environment
• Ability to simplify the complex and reduce ambiguity
• Capable of managing projects from idea to execution
• Strong consultative skills and ability to consistently achieve utilization target
• Good understanding of sales lifecycles, personas, processes and tools
• Ability to interface at a senior level with ease; excellent communication, interpersonal skills, and eloquent writing skills
• Enjoys process building and continuous improvement 
• Thrives on change and impact

Nice to have:

• Experience working in small, high growth organizations
• Experience with various architectures (Web, Enterprise, SaaS) and methodologies
• Proven experience in consulting / client facing environments