Solutions Consultant
Local Measure
Job Description
The Solutions Consultant (SC) plays a pivotal role in the Zendesk sales cycle, owning all technical, solution, and competitive aspects for our Enterprise segments. You are the critical technical bridge between our Sales Representatives and prospective customers, translating complex business challenges into compelling, high-impact technical solutions.
We are looking for a technically savvy and sales-focused professional who can successfully engage with C-level and director-level executives, convincing them of the long-term strategic and technical merits of the Zendesk platform, especially as it relates to cutting-edge Artificial Intelligence (AI) solutions.
Key Responsibilities
Technical Sales Ownership: Take ownership of the primary technical relationship with prospects, driving customer satisfaction by proactively managing and delivering technical information via onsite, online, and telephone engagements.
Solution Strategy & Design: Strategize and design tailored solutions, mapping customer business requirements (including complex RFI/RFP requirements) to the Zendesk suite.
AI Solution Evangelism: Showcase how Zendesk's innovative AI-powered features drive efficiency and superior customer outcomes. This includes demonstrating and articulating the value of solutions like our AI Agents, intelligent Co-Pilot features for agents, automation tools, and predictive analytics.
Proof of Concept (POC) Execution: Scope, manage, and execute customer pilots and Proof of Concepts that clearly demonstrate the technical superiority and business value of the proposed solution.
Cross-Functional Collaboration: Work closely with Sales, Marketing, and Product Managers to influence the product roadmap based on real-world customer needs and emerging market demands.
Consultative Problem Solving: Utilize superior solution scoping abilities to meet a business requirement with an effective technical solution, using existing solutions and influencing new product development.
Requirements
Experience: 5-7+ years of Mid-Market/Enterprise software selling experience.
Communication: Excellent interpersonal, communication, persuasion, presentation, and writing skills.
Technical Acumen: Proven knowledge in web/scripting technologies (HTML, CSS, JavaScript) and SaaS application architecture.
Problem-Solving: Outstanding problem-solving skills and the ability to think critically and analytically.
Pace: Must be willing to work in a fast-paced, dynamic environment with the agility of a high-growth company.
Education: Bachelor’s degree is a must; a graduate degree is a plus.
Travel: Must be willing to travel as required to meet with prospective customers.
Attitude: Obvious passion for technology, customer success, and people skills.
Desired Skills (Nice to Have)
AI/ML Familiarity: Direct experience or strong familiarity with AI/ML concepts and their practical application in Customer Service, such as working with AI-powered chatbots, knowledge systems, or agent assist tools (Co-Pilot capabilities).
Industry Experience: Call Center or Customer Experience (CX) experience is desired (a huge plus!).
Consulting Background: Previous consulting experience implementing enterprise-class software solutions.
Industry Knowledge: In-depth knowledge of Customer Service Software, ITSM, data warehousing, and business intelligence solutions.
Live within 30 miles of a major airport
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 peopleandplaces@zendesk.com with your specific accommodation request.
