Senior Services Consultant – SaaS Implementation

Job Description

Senior Services Consultant | Zendesk

The Tone:
This is a full-time role at Zendesk, located in Hybrid – São Paulo, Brazil. Zendesk helps companies build better customer experiences by creating software that brings calm to the chaotic world of customer service. As a Senior Services Consultant, you will play a key role in making this happen by leading the implementation of Zendesk solutions for a portfolio of enterprise customers. This role offers significant variety, ownership, and the opportunity for meaningful customer impact, helping customers realize value quickly and shape best practices.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – São Paulo, Brazil
• Team: Services team, collaborating with Project Managers, Technical resources, Account teams, Product, and Support partners.
• Mission: Help customers launch successfully and maximize the value of their Zendesk investment.

What You’ll Actually Do
• Lead Discovery: Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements, serving as a trusted advisor.
• Design Solutions: Translate customer needs into scalable solution designs, comprehensive implementation plans, and clear delivery requirements, providing strategic recommendations aligned to customer outcomes and Zendesk best practices.
• Configure Systems: Configure and optimize Zendesk solutions to support sophisticated customer workflows and desired business outcomes, ensuring a successful implementation.
• Own Project Workstreams: Independently own all project workstreams across discovery, design, configuration, testing, training, and go-live support, facilitating discussions with technical and executive stakeholders.
• Mentor and Improve: Mentor and provide guidance to less experienced Services Consultants, contribute to team capability development, and share implementation insights and best practices to improve delivery quality.

The Must-Haves
• Background: Senior level professional with a strong understanding of implementation methodologies, change management, testing, training, and go-live practices within a SaaS environment.
• Experience: 5+ years of experience in SaaS implementation, consulting, or professional services, including demonstrated success leading complex implementations for enterprise customers, managing multiple projects or workstreams, and prioritizing across competing deadlines. Experience mentoring peers or contributing to the development of less experienced consultants is also required.
• Skills:
– Strong discovery, facilitation, solution design, and consultative selling skills.
– Excellent communication and presentation skills, with the ability to influence technical and executive audiences.
– Strong relationship-building skills and a customer-first mindset.
– Comfort navigating ambiguity, managing stakeholders, and operating independently with limited oversight.
– Demonstrated ability to identify risks, make sound decisions, and drive work through to completion.