Principal Value Architect

Job Description

Principal Value Consultant

Zendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Principal Value Consultant. Value Consultant is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and hand in glove coaching of customers for wider communication of Value in their organization, C-Suite alignment, playback and detailed defensible Value Architecture.

A Value Consultant at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C Value Cases, influences ARR, works in close partnership with sales, customer success, solutions consulting and enablement teams in a fast-paced, high-growth, rapidly changing environment and is a key catalyst in closing deals.

We’re looking for an experienced team player, innovative, and engaging. You should be well versed in customer support and contact centers, knowledgeable in the technology that supports contact centers, and comfortable helping other CX professionals set and achieve their various strategies.

The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer.

KEY RESPONSIBILITIES

• Engagement Coaching & Strategy: Lead cross-functional contact center engagements and facilitate Strategic Value Assessments to solve business challenges. Help customers develop integrated omnichannel strategies and digital roadmaps using strong facilitation and digital strategy expertise.
• Data Analysis & ROI: Interpret customer KPI data to make compelling recommendations and provide detailed financial ROI analysis. Use best practice tooling and custom calculations to demonstrate anticipated performance improvements from Zendesk solutions.
• Cross-Functional Collaboration: Collaborate with Sales, Solutions Consultants and the Success organization to recommend technology capabilities. Focus on aligning technical features with CX strategies to continuously drive long-term value for customers and prospects.
• Thought Leadership & Enablement: Create thought leadership content, including white papers and webinars, to enable business growth and highlight industry trends. Leverage market data to develop compelling themes for presentations and enablement sessions.
• Customer Advocacy: Apply a deep passion for the customer lifecycle to manage and improve the overall experience. Develop and present convincing recommendations to executive stakeholders to drive advocacy and strategic alignment.
• Change Management & Value Realization: Define implementation plans, guide customers through organizational change, and ensure ongoing value realization as part of their strategic roadmaps.

KEY SKILLS:

• Experience & Industry Expertise: Candidates must possess 10+ years of experience in operations, customer support, or contact center roles, with a proven background in value consulting and helping organizations achieve strategic objectives. Expertise in addressing rapid growth, scaling challenges, and working with customer service departments of varying sizes is essential.
• Analytical & Technical Proficiency: A deep understanding of contact center technology, financial concepts, and performance metrics is required. You must have the ability to interpret and explain data, identify key challenges, and perform detailed analysis using tools like Google Sheets to calculate and articulate value opportunities.
• Leadership & Communication: You should demonstrate excellent verbal and written communication skills, with the ability to facilitate complex executive conversations and present compelling, convincing insights to C-level stakeholders.
• Language Skills: Proficiency in additional languages such as Mandarin/ Japanese.

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.