Principal Value Architect at Zendesk in Singapore

Job description

Job Description Principal Value Consultant Zendesk is looking for a seasoned Customer Experience individual to join our Pre-Sales Value Consulting team in the role of Principal Value Consultant. Value Consultant is responsible for building key relationships with Zendesk customers during the sales cycle to identify and architect credible and dependable Value Consulting, consisting of advice and guidance on CX Strategy, the capabilities needed to be successful in achieving their business strategy, tailored and detailed value insights, strategic support and hand in glove coaching of customers for wider communication of Value in their organization, C-Suite alignment, playback and detailed defensible Value Architecture. A Value Consultant at Zendesk plays a pivotal role in developing innovative B2C, B2B and B2B2C Value Cases, influences ARR, works in close partnership with sales, customer success, solutions consulting and enablement teams in a fast-paced, high-growth, rapidly changing environment and is a key catalyst in closing deals. We’re looking for an experienced team player, innovative, and engaging. You should be well versed in customer support and contact centers, knowledgeable in the technology that supports contact centers, and comfortable helping other CX professionals set and achieve their various strategies. The individual will possess the ability to lead, facilitate, have superior executive communication skills, and work in a dynamic environment to deliver and support the Strategic Value Assessment for the customer. KEY RESPONSIBILITIES Engagement Coaching & Strategy: Lead cross-functional contact center engagements and facilitate Strategic Value Assessments to solve business challenges. Help customers develop integrated omnichannel strategies and digital roadmaps using strong facilitation and digital strategy expertise. Data Analysis & ROI: Interpret customer KPI data to make compelling recommendations and provide detailed financial ROI analysis. Use best practice tooling and custom calculations to demonstrate anticipated performance improvements from Zendesk solutions. Cross-Functional Collaboration: Collaborate with Sales, Solutions Consultants and the Success organization to recommend technology capabilities. Focus on aligning technical features with CX strategies to continuously drive long-term value for customers and prospects. Thought Leadership & Enablement: Create thought leadership content, including white papers and webinars, to enable business growth and highlight industry trends. Leverage market data to develop compelling themes for presentations and enablement sessions. Customer Advocacy: Apply a deep passion for the customer lifecycle to manage and improve the overall experience. Develop and present convincing recommendations to executive stakeholders to drive advocacy and strategic alignment. Change Management & Value Realization: Define implementation plans, guide customers through organizational change, and ensure ongoing value realization as part of their strategic roadmaps. KEY SKILLS: Experience & Industry Expertise: Candidates must possess 10+ years of experience in operations, customer support, or contact center roles, with a proven background in value consulting and helping organizations achieve strategic objectives. Expertise in addressing rapid growth, scaling challenges, and working with customer service departments of varying sizes is essential. Analytical & Technical Proficiency: A deep understanding of contact center technology, financial concepts, and performance metrics is required. You must have the ability to interpret and explain data, identify key challenges, and perform detailed analysis using tools like Google Sheets to calculate and articulate value opportunities. Leadership & Communication: You should demonstrate excellent verbal and written communication skills, with the ability to facilitate complex executive conversations and present compelling, convincing insights to C-level