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Services Consultant, Onboarding

3 months ago

London, Greater London, United Kingdom Ultimate Full time
You'll be expected to work in a hybrid manner with approximately 1-2 days in either the London or Berlin office, depending on your location.

AN UNMISSABLE OPPORTUNITY

Envision an AI-powered customer service agent that operates round the clock, speaks over a hundred languages, and promptly provides customers with the information they seek.

You don't need to visualize this because that's Ultimate - the platform for automating customer support that will constantly meet your needs. Furthermore, following our acquisition by Zendesk in March 2024, we've grown even more robust. Collaborating with Zendesk, we are united in our mission to develop the most advanced AI agents in Customer Experience (CX).

Empowered by cutting-edge AI technology, a strong focus on CX, and an exceptional global team, we are dedicated to injecting joy and creativity into customer service.

Consistently ranked as the top choice by customers on G2, it's no surprise that many leading brands worldwide have expanded their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.


YOUR ULTIMATE CAREER DESTINATION
At Ultimate, and within the Zendesk group, careers progress rapidly.

New opportunities emerge as the company continuously evolves, and our inclusive culture ensures that everyone is valued and heard.

You will receive insights from some of the most brilliant minds in the industry and have the chance to showcase your talents and witness the impact of your contributions.

We genuinely provide career-defining prospects.

Rooted in our Nordic heritage, we have fostered a culture where each one of us can lead by example and shape the company - and industry - that we aspire to see, collectively.

Combining Ultimate's entrepreneurial mindset with Zendesk's resources and extensive experience, you have an unbeatable mix of skills, innovation, and backing to elevate your career to new levels.


THE CRUCIAL ROLE:

Onboarding is a pivotal phase in the customer's journey with Ultimate. This stage puts to test everything we have promised during the sales process.

Whether the experience is exceptional, good, or poor, it significantly influences the success of the customer and the delight we bring to their customer support.


As a part of our Professional Services department, Ultimate Service Consultants identify the customer's goals, outline the project scope, and navigate them through an onboarding process that transforms business requirements and procedures into tailored product/technical solutions with specified outcomes.


The Service Consultant plays a crucial role on the front line by aiding our customers in integrating the Ultimate platform into their customer support/service operations, while managing and setting expectations accordingly.


KEY DUTIES

  • Become an expert in the product and a superuser, maintaining an in-depth knowledge of Ultimate
  • Lead the delivery of customer implementations throughout every phase of the onboarding journey: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize, and closure
  • Clarify the customer's vision and motivations for change/automation related to their pain points, objectives, and KPIs
  • Assist the customer's team in capturing requirements (use case discovery), mapping their processes, and translating them into customized solutions optimized for Ultimate and CRM configuration
  • Take charge of the solution design and guide the customer through the bot building process, offering suggestions and insights on conversational design best practices
  • Provide direction on strategies to ensure effective testing, change, and release management (go-live)
  • Oversee the structured closure of onboarding projects and transition to a 'BAU' operational state for the customer (including the handover to Customer Success)
  • Execute bespoke projects to expand, enhance, and optimize existing customer implementations
  • Develop and advocate for best practices for current and new features, ensuring that knowledge is captured and shared internally and externally (customers and partners)
  • Convey valuable product insights to the product team to steer product enhancements and innovations

THE IDEAL CANDIDATE FOR ULTIMATE:

  • Proficient in CX automation, client onboarding, service delivery, or solution consulting at a tech/SaaS company
  • Hands-on experience with CRMs (e.g. Zendesk, Salesforce, etc.) utilized to oversee customer support/service solutions and drive CX strategies
  • Sound understanding of technical and solution architecture concepts, including APIs
  • Applied business analysis proficiency and experience, accustomed to charting business processes, extracting/documenting customer requirements, and scoping projects
  • Strong project management capabilities to outline, plan, prioritize, and monitor work, keeping stakeholders informed of progress
  • Applied experience in designing and implementing SaaS solutions that offer immersive and engaging CX experiences (preferably encompassing conversational design)
  • Excellent relationship management and communication skills (both written and verbal, with proficiency in English)