Customer Success Consultant

🕒 vor 2 Monaten

🌲 North Carolina, Ohio, +2 weitere Bundesländer – Remote

🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

Jetzt Bewerben

Ähnliche Remote-Jobs finden

E-Mails für Remote-Jobs erhalten

📊 Überprüfen Sie Ihre Lebenslauf-Bewertung für diese Stelle

Verbessern Sie Ihre Chancen auf ein Vorstellungsgespräch, indem Sie Ihre Lebenslauf-Bewertung vor der Bewerbung überprüfen.

Lebenslauf hochladen

TELUS Digital

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

🤝 B2B

🤖 Künstliche Intelligenz

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital ist eine preisgekrönte Digitalberatung, die nutzerzentriertes Design, Softwareentwicklung, Data Science und generative KI kombiniert, um KI-unterstützte digitale Erlebnisse und Plattformen für globale Marken zu schaffen. Das Unternehmen bietet Dienstleistungen in den Bereichen Erlebnisstrategie, UX-Forschung und -design, Engineering und Architektur, Data Science und Engineering, digitales Marketing sowie Produkt- und Projektmanagement. Es betreibt Fuel iX™, eine unternehmensfokussierte generative KI-Engine, um Unternehmen dabei zu unterstützen, KI-Initiativen in die Produktion zu überführen. TELUS Digital legt großen Wert auf eine kollaborative Kultur, globale Einstellung und Barrierefreiheit in seinen Einstellungspraktiken.

Beschreibung

• Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes • Manage a portfolio backlog of optimization, maintenance, and enhancement requests, including intake, scoping, prioritization, and progress updates • Respond to reactive requests while providing proactive recommendations to improve performance and adoption • Coordinate escalations and high-impact issues, communicating clearly and driving resolution to maintain customer confidence • Lead discovery and needs assessments to understand support goals, pain points, and constraints • Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows • Translate operational recommendations into practical platform changes and process improvements • Configure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice or contact center workflows • Build and maintain workflows using Zendesk configuration tools such as triggers, automations, views, macros, and forms • Manage configuration changes with testing, validation, and clear documentation • Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features • Improve assisted resolution through AI-supported summaries, suggested replies, and agent guidance • Improve automated resolution through effective bot experiences, containment, and handoff to agents • Monitor AI performance and quality, then tune workflows and knowledge sources to improve results over time • Deliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmap • Provide phased guidance across AI rollout, expansion, and ongoing optimization to improve automated and assisted resolution • Build and maintain dashboards and reporting to track volume, backlog, resolution performance, and key support KPIs • Analyze ticket and CSAT data to identify trends, root causes, and improvement opportunities • Deliver training and workshops for admins, leaders, and agents to support adoption of new workflows and AI features • Create and maintain practical documentation including runbooks, playbooks, and configuration notes • Troubleshoot issues across configuration, routing, APIs, and webhooks, and coordinate escalation to engineering when needed

🎯 Anforderungen

• Bachelor’s degree in Business, Computer Science, Engineering, or equivalent practical experience • 3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibility • Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, and reporting); experience with Zendesk Contact Center is an asset • Experience driving adoption and optimization of Zendesk AI capabilities such as Copilot, AI Agents, and QA features, with a focus on improving assisted and automated resolution • Strong understanding of support processes and metrics, including ticket lifecycle, SLAs, knowledge management, and omnichannel operations • Comfortable troubleshooting configuration and integration issues, reading API logs, and working with JSON (basic HTML/CSS/JavaScript and XML are a plus) • Ability to lead discovery, translate business problems into practical recommendations, scope and estimate work, and manage a prioritized backlog across customers • Strong stakeholder management and written communication skills; able to build trusted relationships with both technical teams and senior leaders.

🏖️ Vorteile

• Health insurance • Paid time off • Remote work options