Customer Success Consultant

🕒 April 7

🌲 North Carolina, Ohio, +2 more states – Remote

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

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• 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

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • Paid time off • Remote work options