AI Services Consultant (Onboarding)- German or French speaking Lisboa

AI Services Consultant (Onboarding) - German or French speaking

Role overview: Onboarding is one of the most critical moments in the customers
- cycle. This is where what we’ve assured them through the sales process is put to the test. A great experience will impact customer success and the value they receive from Zendesk products.

Working as part of our Professional Services function, our Zendesk AI Service Consultants clarify customer objectives, define project scope and guide them through an onboarding experience that translates business needs and processes into product/technical solutions with defined outcomes. The AI Service Consultant is a high‑impact role directly on the frontline assisting customers to implement Zendesk products into their customer support & service operations while setting and managing expectations.

What will you be doing?

• Be a product expert and
  - user, maintaining deep understanding of the Zendesk product suite, focusing on AI agents and associated tools
• Maintain deep understanding of how Zendesk manages conversation workflows and data (Zendesk Messaging)
• Lead on the delivery of customer implementations through all phases of onboarding: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize and closure
• Clarify the customer vision and drivers for automation linked to their pain points, objectives and KPIs
• Assist the customer’s team in use case discovery and mapping of processes to be automated
• Own the solution design and guide the customer through building their AI agent, providing recommendations and insights on best practices in conversational design
• Provide guidance on change management and release management across sandbox and production environments
• Partner with Technical Architects to assist customers in designing and implementing conversational flows that leverage API integrations
• Support the design of test strategies to ensure customers can test their AI agents prior to launch with good coverage across all use cases
• Provide quality assurance to ensure AI agent solutions are efficient and effective, optimised for the channels and languages supported
• Support and assist customer launch activities to enable a successful
  - live
• Manage a controlled closure for onboarding projects, including a Success Onboarding Review (SOR) and transition to BAU for the customer (Adoption stage)
• Manage an effective handover to the Customer Success team and contribute to an initial success plan for continuous improvement
• Develop and promote best practices for existing and new features, capturing knowledge for internal teams and customers/partners
• Bring valuable product insights back into the product organization to drive product improvement and innovation
• Collaborate with internal teams to showcase innovative use cases of our product

What are we looking for?

• Fluent in English and also in French or German
• Experience in CX automation, client onboarding, service delivery or solution consulting at a technology/Saa
  S company
• Hands-on experience with CRMs (e. g. , Zendesk, Salesforce) related to customer support/service solutions
• Understanding of technical & solution architecture concepts, including APIs
• Applied business analysis skills to map processes, elicit requirements and scope projects
• Solid project management skills to scope, plan, prioritise and track work with stakeholders
• Experience in designing and implementing chatbot solutions with strong conversational design practices
• Analytical mindset with ability to leverage data insights to improve solution designs and operations
• Strong relationship management and communication skills (written and verbal) across stakeholders
• Focus on service quality and customer satisfaction
• Coaching and troubleshooting abilities

Work Location & Hours

• In-office presence recommended 1 time per week to foster collaboration; flexibility based on business needs
• Working hours may be adjusted to match customer time zones as needed

Hybrid: The role combines onsite and remote work. You will be expected to attend the local office part of the week; exact schedule is determined by the hiring manager.

The Intelligent Heart Of Customer Experience — Zendesk helps power billions of conversations and delivers a calm, confident customer experience.

Zendesk is an equal opportunity employer. We are committed to global diversity, equity & inclusion in the workplace and do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, military status, or any other characteristic protected by law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about EEO rights, please refer to our official resources.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities. If you require a reasonable accommodation to submit this application or participate in
- employment testing, please email your accommodation request.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Consulting, Information Technology, and Sales
• Industries: Software Development