CX Acceleration Manager

1 week ago

Singapore Zendesk, Inc. Full time

CX Acceleration Manager / Consultant page is loaded## CX Acceleration Manager / Consultantremote type: In Officelocations: Singapore, Singaporetime type: Full timeposted on: Posted 6 Days Agojob requisition id: R33205## Job Description**Who We're Looking For**At Zendesk, we believe that customer service is a superpower. Our **CX Acceleration Team** is a fast-paced, high-impact group operating like an internal startup, dedicated to helping our Enterprise clients unlock the full potential of their Zendesk investment, fast. We thrive on kindness, collaboration, and a shared mission to empower customers to achieve transformative success in a dynamic market.We're looking for a seasoned, empathetic, and action-oriented consultant to join our team. If you are passionate about blending deep **hands-on technical mastery and Zendesk administration** with strategic consulting—if you love solving complex, high-stakes customer problems and immediately seeing your work drive measurable business outcomes—then you belong with us. This role is a central connector within Zendesk, giving you the visibility and influence to redefine CX implementation excellence.**What You'll Be Doing**As a **CX Acceleration Manager / Consultant**, you will lead focused, short-term engagements with our most strategic clients to drive immediate, measurable improvements in their Zendesk ecosystem and overall CX maturity. Your mandate is to accelerate value realization through expert consultation and hands-on configuration.* **Accelerate Value:** Conduct comprehensive technical assessments and deep-dive discovery sessions to quickly identify high-impact configuration and optimization opportunities within client Zendesk environments (including integrations and apps).* **Drive Executive Alignment:** Secure commitment and foster strong, collaborative relationships with all stakeholders, from frontline agents and administrators up to C-level executives (CxOs), ensuring executive sponsorship for CX transformation initiatives.* **Implement and Optimize:** Lead and execute **deep, hands-on configuration changes and administrative updates** within the client's Zendesk platform, delivering tangible "quick wins" and optimizing complex use cases directly.* **Maximize Feature Utilization:** Directly implement configurations that ensure customers are able to fully utilize purchased Zendesk product features, **accelerating time-to-value (TTV)** and driving higher product adoption.* **Orchestrate Resources:** Effectively coordinate and mobilize cross-functional Zendesk teams (Success, Sales, Services, Product) to align support, technical resources, and product roadmaps with the client's acceleration goals.* **Deliver and Close:** Conduct formal internal and external close-out reviews with executive management, clearly quantifying the value delivered, detailing final recommendations for sustained success, and outlining future partnership opportunities.* **Champion Improvement:** Capture learnings and best practices from engagements, partnering with enablement teams to continuously refine our global delivery models and share knowledge across the organization.## What You Bring to the RoleWe recognize that great talent comes in many forms. We welcome diverse professional backgrounds and perspectives.**Basic Qualifications*** **Experience in a Senior Customer-Facing Role:** 5+ years of experience in technical enterprise client-facing roles such as Senior Technical

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