OverviewZendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Value Architect. The Value Architect is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and hand in glove coaching of customers for wider communication of Value in their organisation, C-Suite alignment, playback and detailed defensible Value Architecture.ResponsibilitiesLead contact centre Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders. Develop compelling recommendations and present them back to customer executive stakeholdersProven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups.Deep understanding of, and passion for, the customer lifecycle and managing the customer experienceFacilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges. Help customers/prospects develop integrated, omnichannel customer engagement strategiesCollaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategyCollaborate with the Success organisation to recommend additional technology capabilities that will continue to drive value for our customersGather, evaluate and interpret customer KPI data and make compelling recommendations based on those resultsProvide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate.Leverage market/industry data to develop compelling content themes/topics for customer presentationsContent creation and thought leadership content and deliver business enablement.Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.)Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trendsRequirements15+ years of operational experience in customer support or contact centre roles, with at least half at senior/ senior management/ senior consultant level5+ years of contact centre value consulting experience, ideally in the context of helping customer support organisations achieve their strategic objectives through the use of technologyStrong knowledge of the technology and tools that support contact centresAbility to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholdersDeep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse, calculate and identify key challenges and value opportunities from the data.Experience performing detailed data analysis.Experienced in analytics within G-sheets or similarExperience addressing rapid growth and scale with a customer support organisationExperience with customer service departments of varying sizesExcellent written and verbal communication and presentation skillsExpert understanding of customer support and contact centre financial conceptsDesirable extra language skills: French, Spanish, German, ItalianZendesk is an equal opportunity employer.
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