Services Consultant, Onboarding

2 weeks ago

London, United Kingdom Ultimate Full time

**You’ll be required to work in a hybrid manner with c.1-2 days in the London or Berlin office, depending on where you're based.**

**THE ULTIMATE OPPORTUNITY**

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

**THE ULTIMATE DESTINATION FOR YOUR CAREER**

At Ultimate, and within Zendesk, careers accelerate. New opportunities arise as the company is constantly evolving and our culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

Our Nordic roots have created a culture where we can all lead by example and shape the company - and industry - we want to see, together. Between Ultimate’s startup mindset and Zendesk’s resources and years of experience, you get an unstoppable combination of talent, innovation, and support to drive your career to new heights.

**THE ULTIMATE ROLE**:
Onboarding is one of the most critical moments in the Customers life-cycle with Ultimate. This is where all that we’ve assured them through the sales process is put to the test. A great, good or bad experience will have a huge impact on the success of the customer and the joy we can bring to their customer support.

Working as part of our Professional Services function, Ultimate Service Consultants clarify the customers objectives, define the project scope and guide them through an onboarding experience that translates business needs and processes into product/technical solutions with defined outcomes.

The Service Consultant is a high impact role directly on the frontline assisting our Customers to implement the Ultimate platform into their customer support / service operations, whilst setting & managing the expectations that go with that.

**KEY RESPONSIBILITIES**
- Be a product expert and super-user, maintaining a deep understanding of Ultimate
- Lead on the delivery of customer implementations through all phases of the onboarding journey: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize and closure
- Clarify the customer vision and drivers for change / automation linked to their pain points, objectives and KPIs
- Assist the customers’ team to capture requirements (use case discovery), map their processes and translate these into bespoke solutions optimized for Ultimate and the CRM configuration
- Own the solution design and guide the customer through the bot building process providing recommendations and insights on best practice into conversational design
- Provide guidance on strategies to support effective testing, change and release management (go-live)
- Manage the controlled closure for onboarding projects and transition to a ‘BAU’ operational state for the customer (including handover to Customer Success)
- Deliver / execute bespoke projects to extend, enhance and optimize existing customer implementations
- Develop and promote best practices for existing and new features, ensuring knowledge is captured and shared for use internally and externally (customers and partners)
- Bring valuable product insights back into the product organization, to drive product improvement and innovation

**THE ULTIMATE PROFILE**:

- Experienced in CX automation, client onboarding, service delivery or solution consulting at a technology / SaaS company
- Hands-on experience with CRMs (e.g. Zendesk, Salesforce etc) related to their use for managing customer support / service solutions to underpin CX strategies
- Good understanding of technical & solution architecture concepts, including APIs
- Applied business analysis skills and experience, used to map business processes, elicit / document customer requirements and scope projects
- Solid project management skills to scope, plan, prioritize and track work, keeping stakeholders updated on progress
- Applied experience in the design and implementation of SaaS solutions providing rich and engaging CX experiences (ideally including conversational design)
- Excellent relationship management and communication skills (written and verbal, with fluency in Engli

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