Overview
Job Description
The Solutions Consultant is responsible for all technical, solution, and competitive aspects of the Zendesk sales cycle. SCs must be both sales focused and technically savvy, successful in selling to executives, and able to convince C-level and director-level executives of the technical merits of the software solution. The SC will work, in conjunction with Sales, Marketing, Product Managers, and other members of the cross-functional team to be the technical bridge between our Sales team and prospects. The SC will take ownership of the prime technical relationship with prospects to drive customer happiness by proactively managing and delivering technical information to customers onsite and virtually. Note:
This section summarizes the role; see Responsibilities and Qualifications for details.
Responsibilities
Own the technical relationship with prospects and act as the technical bridge between Sales and customers.
Proactively manage and deliver technical information to customers onsite and virtually.
Collaborate with Sales, Marketing, Product Managers, and cross-functional teams to address customer needs.
Demonstrate the technical merits of Zendesk solutions to executives and directors.
Support pilots, proofs of concept, and technical evaluations as part of the sales cycle.
Requirements
3+ years of Presales experience.
Knowledgeable of web / scripting technologies, HTML, CSS, JavaScript, JSON and SaaS applications.
Experience mapping RFI/RFP requirements to software solutions.
Excellent interpersonal, communication, persuasion, presentation, and writing skills.
Experience scoping, managing, and executing customer pilots and proofs of concept (PoCs).
Knowledge of SaaS business applications.
Knowledge of one or more of the following areas: Customer Service Software, ITSM, Data warehousing, Business intelligence, Workforce Management, QA, Integration & middleware, AI &/or Bots.
Understanding of how AI is impacting the customer service business, and familiarity with AI technologies such as LLMs and ChatGPT.
Strong problem-solving and solution scoping abilities using existing solutions and influencing product development.
Bachelor’s degree or equivalent experience required; graduate degree is a plus.
Willingness to travel 1-2x per month.
Ability to work independently on multiple projects with strong people skills.
Desired Skills
Previous consulting experience implementing enterprise-class software solutions.
Domain expertise in specific industries.
Awareness of CCaaS and peripheral technologies.
Experience moderating Design Thinking or Design-Based Thinking sessions.
Experience developing reference architecture to support client solutions.
Compensation & Benefits The US annualized OTE (On Target Earnings) range for this position is $148,000.00-$222,000.00 with a pay mix of 80/20 (base/commission). This role may be eligible for bonuses, benefits, or related incentives. The compensation range reflects the minimum and maximum values for new hire salaries across US locations; offer details are based on job-related capabilities, applicable experience, and location. Base salary is listed as the base or OTE, excluding bonus, benefits, or related incentives.
Hybrid/Location Hybrid: The role supports a hybrid model with onsite and remote work. The team will determine in-office attendance; the specific schedule is determined by the hiring manager. The role requires in-office presence part of the week at a local Zendesk office.
About Zendesk The Intelligent Heart Of Customer Experience
Zendesk software brings calm to the chaotic world of customer service. Zendesk powers billions of conversations with brands around the world.
Zendesk is committed to fairness and transparency, offering a fulfilling and inclusive experience. Our hybrid model enables in-person collaboration at Zendesk offices worldwide while allowing remote work part of the week.
Equal Opportunity & Accessibility 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. We foster global diversity, equity, and inclusion in the workplace. 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 review the applicable resources. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans. If you require accommodations during the application process, please email peopleandplaces@zendesk.com with your request.
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Job Description
The Solutions Consultant is responsible for all technical, solution, and competitive aspects of the Zendesk sales cycle. SCs must be both sales focused and technically savvy, successful in selling to executives, and able to convince C-level and director-level executives of the technical merits of the software solution. The SC will work, in conjunction with Sales, Marketing, Product Managers, and other members of the cross-functional team to be the technical bridge between our Sales team and prospects. The SC will take ownership of the prime technical relationship with prospects to drive customer happiness by proactively managing and delivering technical information to customers onsite and virtually. Note:
This section summarizes the role; see Responsibilities and Qualifications for details.
Responsibilities
Own the technical relationship with prospects and act as the technical bridge between Sales and customers.
Proactively manage and deliver technical information to customers onsite and virtually.
Collaborate with Sales, Marketing, Product Managers, and cross-functional teams to address customer needs.
Demonstrate the technical merits of Zendesk solutions to executives and directors.
Support pilots, proofs of concept, and technical evaluations as part of the sales cycle.
Requirements
3+ years of Presales experience.
Knowledgeable of web / scripting technologies, HTML, CSS, JavaScript, JSON and SaaS applications.
Experience mapping RFI/RFP requirements to software solutions.
Excellent interpersonal, communication, persuasion, presentation, and writing skills.
Experience scoping, managing, and executing customer pilots and proofs of concept (PoCs).
Knowledge of SaaS business applications.
Knowledge of one or more of the following areas: Customer Service Software, ITSM, Data warehousing, Business intelligence, Workforce Management, QA, Integration & middleware, AI &/or Bots.
Understanding of how AI is impacting the customer service business, and familiarity with AI technologies such as LLMs and ChatGPT.
Strong problem-solving and solution scoping abilities using existing solutions and influencing product development.
Bachelor’s degree or equivalent experience required; graduate degree is a plus.
Willingness to travel 1-2x per month.
Ability to work independently on multiple projects with strong people skills.
Desired Skills
Previous consulting experience implementing enterprise-class software solutions.
Domain expertise in specific industries.
Awareness of CCaaS and peripheral technologies.
Experience moderating Design Thinking or Design-Based Thinking sessions.
Experience developing reference architecture to support client solutions.
Compensation & Benefits The US annualized OTE (On Target Earnings) range for this position is $148,000.00-$222,000.00 with a pay mix of 80/20 (base/commission). This role may be eligible for bonuses, benefits, or related incentives. The compensation range reflects the minimum and maximum values for new hire salaries across US locations; offer details are based on job-related capabilities, applicable experience, and location. Base salary is listed as the base or OTE, excluding bonus, benefits, or related incentives.
Hybrid/Location Hybrid: The role supports a hybrid model with onsite and remote work. The team will determine in-office attendance; the specific schedule is determined by the hiring manager. The role requires in-office presence part of the week at a local Zendesk office.
About Zendesk The Intelligent Heart Of Customer Experience
Zendesk software brings calm to the chaotic world of customer service. Zendesk powers billions of conversations with brands around the world.
Zendesk is committed to fairness and transparency, offering a fulfilling and inclusive experience. Our hybrid model enables in-person collaboration at Zendesk offices worldwide while allowing remote work part of the week.
Equal Opportunity & Accessibility 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. We foster global diversity, equity, and inclusion in the workplace. 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 review the applicable resources. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans. If you require accommodations during the application process, please email peopleandplaces@zendesk.com with your request.
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