Senior Services Consultant

Job Description

Senior Services Consultant

At Zendesk, we help companies build better customer experiences — and our Services Consultants play a key role in making that happen.

As a Senior Services Consultant, you’ll lead the implementation of Zendesk solutions for a portfolio of enterprise customers. You’ll work across a variety of industries and complex use cases, so no two projects will look the same. From discovery to go-live, you’ll serve as a trusted advisor to customers — understanding their goals, designing thoughtful solutions, configuring workflows, guiding testing, enabling users, and supporting a successful launch.

You’ll collaborate with Project Managers, Technical resources, Account teams, Product, and Support partners — while independently owning your workstream and providing guidance to less experienced consultants. This is a highly customer-facing role for someone who thrives on solving complex problems, navigating ambiguity, influencing stakeholders, and helping customers realize value quickly.

What you’ll do

• Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements
• Act as a trusted advisor, providing strategic recommendations aligned to customer outcomes and Zendesk best practices
• Translate customer needs into scalable solution designs, implementation plans, and clear delivery requirements
• Configure and optimize Zendesk solutions to support sophisticated customer workflows and desired business outcomes
• Independently own project workstreams across discovery, design, configuration, testing, training, and go-live support
• Lead customer-facing working sessions and confidently facilitate discussions with technical and executive stakeholders
• Build and manage strong customer relationships throughout the implementation lifecycle
• Partner with Project Managers, Technical resources, Account teams, Product, and Support teams to ensure successful delivery
• Manage multiple enterprise customers and prioritize work effectively across a portfolio
• Identify risks, dependencies, and blockers early, and proactively drive resolution with internal and customer stakeholders
• Develop and deliver testing plans, training materials, enablement sessions, and go-live readiness activities
• Mentor and provide guidance to Services Consultants and contribute to team capability development
• Share implementation insights, reusable assets, and best practices that improve delivery quality and efficiency
• Contribute to internal initiatives that strengthen the Services organization and customer experience
• Help customers launch successfully and maximize the value of their Zendesk investment

What we’re looking for

• 5+ years of SaaS implementation, consulting, or professional services experience
• Demonstrated experience leading complex implementations for enterprise customers
• Strong discovery, facilitation, solution design, and consultative selling skills
• Proven ability to translate complex business requirements into scalable, practical solutions
• Experience managing multiple projects or workstreams and prioritizing across competing deadlines
• Excellent communication and presentation skills, with the ability to influence technical and executive audiences
• Strong relationship-building skills and a customer-first mindset
• Comfort navigating ambiguity, managing stakeholders, and operating independently with limited oversight
• Demonstrated ability to identify risks, make sound decisions, and drive work through to completion
• Experience mentoring peers or contributing to the development of less experienced consultants
• Strong understanding of implementation methodologies, change management, testing, training, and go-live practices
• Organized, proactive, adaptable, and comfortable working in a fast-paced environment
• Travel as needed

Why this role

This is a great opportunity for an experienced consultant who enjoys variety, ownership, and meaningful customer impact. You’ll lead complex, high-value implementations, serve as a trusted advisor to enterprise customers, collaborate with smart and supportive teams, and help shape best practices across the Services organization. You’ll also have the opportunity to mentor others and make a broader impact beyond your individual project work.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.