We are looking for an experienced Implementation Consultant to join our Professional Services team. In this role, you will work on customer-facing projects with enterprise customers to design, implement, and optimize Zendesk as a complete resolution platform, with a focus on customer outcomes and value.
You will work at the intersection of customer requirements, Zendesk product capabilities and industry best practices. Your role will be to understand customer needs, translate these into a functioning and optimised zendesk resolution platform, whilst also meeting customer goals and objectives. You will bring strong consulting expertise and have a focus on customer outcomes.
This role collaborates closely with teams from across services as well as pre-sales, post-sales and product. You will manage your own projects end to end as well as being part of a wider delivery team on large engagements. The work includes leading workshops and theoretical conversations as well as being hands-on in the product.
The ideal candidate is a strategic, forward-thinking technology consultant who looks beyond immediate technical needs to align solutions with long-term business goals, with a focus on product adoption, revenue growth, operational efficiency and customer satisfaction. This role requires strong organisational skills, high accountability and the ability to manage competing priorities effectively.
What You’ll Be Doing
- Build on requirements gathered during pre-sales by leading discovery, consulting, and design workshops, both remotely and onsite.
- Challenge assumptions, ask difficult questions, uncover underlying needs, and translate them into effective Zendesk designs.
- Translate business processes and customer requirements into practical, scalable Zendesk configurations and solutions.
- Lead customers through onboarding by coaching them to adopt best practices, realise measurable value, and achieve sustained platform adoption.
- Maintain a deep and continuously evolving understanding of the Zendesk product suite, including Support, Messaging, Knowledge, Voice, Analytics, Quality Assurance, Workforce Management, Copilot and AI agents.
- Proactively incorporate new features and capabilities to maximise customer value.
- Be confident in developing custom training materials and leading delivery of training sessions to customers.
- Deliver Professional Services engagements within agreed scope, timelines, and budget.
- Manage multiple projects and competing priorities while maintaining a high standard of delivery.
- Identify, communicate, and help resolve project risks, issues, and dependencies.
- Communicate complex technical concepts and recommendations clearly to non-technical stakeholders and executive audiences.
- Contribute to revenue through strong billable utilisation, accurate timesheet management, and effective client service delivery.
What You Bring
Core Requirements:
- Bachelor’s degree or equivalent experience.
- Fluency in English and either French or German (mandatory)
- Three to five years of experience in consulting, implementation, or another customer-facing role
- Experience delivering complex customer technology projects from initial planning and solution design through implementation and successful outcomes.
- Experience in SaaS, software implementation, or technical consulting, with the ability to engage stakeholders at different levels.
- Good understanding of customer support processes and systems.
- Technical aptitude and the ability to quickly learn new tools and systems.
- Pragmatic, solution-oriented approach with strong problem-solving skills.
- Strong communication and interpersonal skills, with the ability to build trusted customer relationships and explain complex concepts clearly.
- Strong ownership, independence, and initiative, with personal accountability for delivering projects from start to finish.
- Proven ability to manage competing priorities, work autonomously, and drive projects forward in a primarily remote and asynchronous EMEA environment.
- Collaborative mindset and commitment to delivering a high-quality customer experience.
- Comfortable working in a fast-changing, technology-driven environment.
Preferred Experience:
- Familiarity with customer experience platforms such as Zendesk, Salesforce, ServiceNow, HubSpot, Intercom, Genesys, or similar.
- Experience in Employee Services.
- Experience or familiarity with AI, automation, or machine learning technologies in a customer service context.
Additional requirements:
- Hybrid working model, with two days per week in the office
- Willingness to travel up to approximately 20% of the time for customer onsites
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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.
Skills Required
- Bachelor's degree or equivalent experience
- Fluency in English and either French or German
- Three to five years of experience in consulting, implementation, or another customer-facing role
- Experience delivering complex customer technology projects from planning and solution design through implementation and successful outcomes
- Experience in SaaS, software implementation, or technical consulting
- Ability to engage stakeholders at different levels
- Understanding of customer support processes and systems
- Technical aptitude and ability to learn new tools and systems quickly
- Strong problem-solving, communication, interpersonal, organizational, and project-management skills
- Ability to manage competing priorities, work autonomously, and drive projects from start to finish
- Collaborative mindset and commitment to high-quality customer experience
- Comfort working in a fast-changing, technology-driven environment
- Familiarity with customer experience platforms such as Zendesk, Salesforce, ServiceNow, HubSpot, Intercom, or Genesys
- Experience in Employee Services
- Experience or familiarity with AI, automation, or machine learning in customer service
- Ability to work in a hybrid model with two office days per week
- Willingness to travel approximately 20% for customer onsite engagements
Zendesk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zendesk and has not been reviewed or approved by Zendesk.
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Fair & Transparent Compensation — The company states a commitment to publishing base pay ranges and advancing pay equity, helping employees gauge fairness. Public messaging on pay equity and transparency signals structured, consistent compensation practices.
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Leave & Time Off Breadth — Time away programs include flexible PTO, dedicated well‑being days, emergency time off, and pregnancy loss leave. Parental leave is described as generous, and travel support exists for reproductive care where access is restricted.
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Healthcare Strength — Benefits language highlights comprehensive medical, dental/vision, mental health access, and an employee assistance program. These offerings are positioned as part of holistic wellbeing support across regions.
Zendesk Insights
What We Do
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, co-working spaces, and Zendesk workspaces to make one team.
Why Work With Us
We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.
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