Principal Solutions Consultant

The Principal Solutions Consultant is responsible for all technical, solution, and competitive aspects of the Zendesk sales cycle. SC’s must be both sales focused and technically savvy. They must be successful in selling to Enterprise and Mid Market executives, and convincing C-level and director level executives of the technical merits of the software solution.

The SC will work, in conjunction with Sales, Marketing, and Product Managers, to be the technical bridge between our Sales Representatives and their prospects. The SC will take ownership of the prime technical relationship with our prospects to drive customer satisfaction by proactively managing and delivering technical information to our customers both onsite, online, and via telephone.

Requirements

• 7+ years of Presales experience.

• 3+ years experience running large, strategic and complex deals

• Expertise in one or more of the following web / scripting technologies, HTML, CSS, JavaScript, JSON and SaaS applications

• Experience of engaging and leading virtual teams to successful outcomes

• Demonstrable success in positioning the business value of a technical solution, and the importance of Professional Services to the customer

• Excellent interpersonal, communication, persuasion, presentation and writing skills

• Experience scoping, managing and executing customer pilots and Proof of Concepts.

• Knowledge of SaaS Business applications

• Broad knowledge of two or more of the followingCustomer Service SoftwareITSMData warehousingBusiness intelligenceWorkforce ManagementQAIntegration & middleware

• Understanding and awareness of how AI is impacting the customer service business as well AI technologies such as LLM and ChatGPT

• Ability to understand customer’s desired business outcomes and create a complete solution to deliver these

• Superior solution scoping abilities, using our existing solution and influencing new product development.

• Ability to developing reference architecture in support of client solution

• Domain expertise in one or more key industries

• Bachelor’s degree or equivalent experience is a must; graduate degree is a plus.

• Must be willing to travel.

• Obvious passion and people skills and an ability to work independently on multiple projects, leading a virtual team when required

Desired Skills

• Awareness of CCaaS and peripheral technologies

• Previous consulting experience implementing enterprise class software solutions.

• Experience selling or leading enterprise grade digital transformation projects

• Domain expertise in specific industries

• Certification in moderating Design Based Thinking sessions

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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.