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SalaryZendesk is looking for an experienced Customer Experience individual to join our Customer Engagement organization in the role of Value Architect. The Value Architect is responsible for providing Zendesk customers and prospects advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, and building out value insights based on detailed customer discovery and the associated CX Strategy advisory.
We’re looking for someone experienced, innovative, and engaging. You should be well versed in customer support and contact centers, knowledgeable in the technology that supports contact centers, and comfortable helping other CX professionals set and achieve their various strategies,
A Value Architect at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C digital engagement strategies with strategic customers and partners, during the presales motion that follows the client lifecycle. The Value Architect works with both new prospects as part of the business development process as well as existing customers to help expand and strengthen our relationship. They will work to ensure our customers operationalize for business impact.
The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer.
Responsibilities:
Lead contact center Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders. Develop compelling recommendations and present them back to customer executive stakeholders
Proven 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 experience
Facilitate 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 strategies
Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy
Collaborate with the Success organization to recommend additional technology capabilities that will continue to drive value for our customers
Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results
Provide 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 presentations
Content 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 trends
Requirements:
15+ years of operational experience in customer support or contact centre roles, with at least half at senior/ senior management/ senior consultant level
5+ years of contact centre value consulting experience, ideally in the context of helping customer support organizations achieve their strategic objectives through the use of technology
Strong knowledge of the technology and tools that support contact centers
Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders
Deep 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 similar
Experience addressing rapid growth and scale with a customer support organization
Experience with customer service departments of varying sizes
Excellent written and verbal communication and presentation skills
Expert understanding of customer support and contact center financial concepts
Desirable extra language skills: French, Spanish, German, Italian
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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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 peopleandplaces@zendesk.com with your specific accommodation request.
