Envoy Studios, INC 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.

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.

Services Consultants will be responsible for driving the design and configuration of the Zendesk Product based on the Configuration Workbook and Design Workshops either remote or onsite with a Customer and your Engagement Manager. Your ability to work independently and keep commitments to tasks and assigned work packages on a project is absolutely critical. 

Responsibilities:

• 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
• 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
• 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