Hybrid CX Acceleration Consultant

at Zendesk

• Job title: CX Acceleration Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Sydney, Australia

About the role

• CX Acceleration Consultant leading improvements in enterprise clients' Zendesk ecosystem. Engaging with C-level executives and delivering measurable outcomes through hands-on configuration expertise.

Responsibilities

• Lead focused, short-term engagements with strategic clients to drive measurable improvements in their Zendesk ecosystem and CX maturity.
• Conduct comprehensive technical assessments and deep-dive discovery sessions to identify high-impact configuration and optimization opportunities within client Zendesk environments.
• Secure commitment and foster strong relationships with stakeholders, from frontline agents to C-level executives, ensuring executive sponsorship for CX transformation initiatives.
• Lead and execute deep configuration changes and administrative updates within the client’s Zendesk platform, delivering tangible 'quick wins'.
• Directly implement configurations to ensure customers fully utilize purchased Zendesk product features, accelerating time-to-value and driving higher product adoption.
• Effectively coordinate cross-functional Zendesk teams to align support, technical resources, and product roadmaps with client acceleration goals.
• Conduct formal internal and external close-out reviews with executive management, quantifying value delivered and detailing final recommendations for sustained success.

Requirements

• 5+ years of experience in technical enterprise client-facing roles such as Senior Technical Account Manager, Senior Solutions Consultant, or Senior Customer Success Manager.
• Expert-level, verifiable hands-on Zendesk administrative experience, including deep configuration of triggers, automations, channels, custom objects, and advanced features across the Zendesk Suite.
• Proven ability to conduct technical assessments, analyze system architectures (including integrations), and implement logic-based workflows and SaaS solutions.
• Experience mobilizing teams and driving actions that result in clear, measurable outcomes for the client, such as improved configuration maturity scores, higher feature utilization, and increased customer retention.
• Exceptional verbal and written communication skills, capable of presenting complex technical findings and value propositions to executives (CxOs) and operational staff alike.

Benefits

• Flexible working arrangements
• Professional development opportunities