Principal Value Architect

Job Description

Zendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Value Architect.

The Value Architect 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 Architect 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.

Responsibilities :

Lead contact center Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders.

Develop compelling recommendations and present them back to customer executive stakeholders

Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups.

Deep understanding of, and passion for, the customer lifecycle and managing the customer experience

Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges.

Help customers / prospects develop integrated, omnichannel customer engagement strategies

Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy

Collaborate with the Success organization to recommend additional technology capabilities that will continue to drive value for our customers

Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results

Provide financial / ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate.

Leverage market / industry data to develop compelling content themes / topics for customer presentations

Content creation and thought leadership content and deliver business enablement.

Demonstrate thought leadership in customer support through multiple venues / channels (e.g. written, webinars, in-person, etc.)

Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trends

Requirements :

15+ years of operational experience in customer support or contact centre roles, with at least half at senior / senior management / senior consultant level

5+ years of contact centre value consulting experience, ideally in the context of helping customer support organizations achieve their strategic objectives through the use of technology

Strong knowledge of the technology and tools that support contact centers

Ability to facilitate executive conversations to elicit business and CX objectives. Develop and present compelling, convincing executive summary material to C-level stakeholders

Deep understanding of the metrics that drive contact centre performance, the factors that influence them, and the implications of their change and ability to interpret, analyse calculate and identify key challenges and value opportunities from the data.

Experience performing detailed data analysis.

Experienced in analytics within G-sheets or similar

Experience addressing rapid growth and scale with a customer support organization

Experience with customer service departments of varying sizes

Excellent written and verbal communication and presentation skills

Expert understanding of customer support and contact center financial concepts

Desirable extra language skills : French, Spanish, German, Italian

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.

The US annualized OTE (On Target Earnings) range for this position is $194,000.00-$290,000.00 with a pay mix of 80 / 20 (base / commission).

This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location.

Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.