Job description
Zirous is an accomplished tech firm based out of West Des Moines, IA. For the past 40 years, Zirous has been committed to executing best practices and going above and beyond industry standards to provide viable solutions for customers in all things data & analytics, cloud adoption, service delivery, enterprise integration, identity & access management, custom application development, revenue operations, and more.
Our technology partners include: https://www.zirous.com/partnerships/
Position Summary:
We are seeking a highly skilled and experienced Implementation Consultant to join our dynamic Service Delivery team. In this role, you will be instrumental in guiding our clients through the pre-sales stage with product demos to successful design, configuration, and deployment of their Zendesk instances. You will leverage your deep expertise in Zendesk products to understand client needs, translate them into technical solutions, and ensure optimal system performance and user adoption.
About Zendesk:
Zendesk aims to provide an all-in-one platform that helps businesses deliver exceptional customer experiences (CX) and employee experiences (EX), from initial contact and support to sales and ongoing engagement. Learn more about Zendesk here.
Key Responsibilities:
Configuration & Implementation: Hands-on configuration and customization of Zendesk instances, including:
- Setting up user roles, groups, and permissions.
- Configuring workflows, triggers, automations, and macros.
- Designing and implementing custom fields, forms, and reporting.
- Integrating Zendesk with other business systems (Asset Management Systems, CRMs, e-commerce platforms, etc.) using APIs, apps, and native integrations.
- Data migration planning and execution.
Demos: Lead impactful platform demos, articulating value and key functionalities to address client needs. Engage effectively, encouraging questions and addressing concerns. Follow up promptly with resources and call to action. Continuously refine techniques and content based on feedback and evolving product capabilities.
Cross Functional Collaboration: Work closely with internal teams, including Project Managers, Business Analysts, & Sales to ensure project success and alignment across all stakeholders.
Troubleshooting & Support: Provide expert-level troubleshooting and support during and after implementation, identifying and resolving technical issues.
Best Practices & Optimization: Advise clients on Zendesk best practices and identify opportunities for ongoing optimization and efficiency improvements.
Training & Documentation: Assist in the development and delivery of engaging training sessions for client administrators and end-users. Collaborate with the team’s Business Analyst to create comprehensive documentation for configured solutions and best practices.
Relationship Management: Build and maintain strong, collaborative relationships with clients, acting as a trusted advisor.
Stay Current: Continuously learn and stay up-to-date with new Zendesk features, products, and industry trends.
Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Software Engineering, Business, or a related field (or equivalent practical experience).
2+ years of experience successfully implementing services delivery solutions (Zendesk, ServiceNow, Freshdesk) in a consulting or in-house role.
Proven experience with service delivery platform configuration, customization, and administration.
Strong analytical and problem-solving skills with the ability to translate business requirements into technical solutions.
Excellent communication, presentation, and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
Experience with API integrations and web services for connecting Zendesk with other systems is highly desirable.
Project management experience with a strong ability to prioritize tasks, manage timelines, and mitigate risks.
Zendesk Certifications (e.g., Zendesk Support Administrator, Zendesk Guide Specialist) are a significant plus.
Ability to work independently and as part of a team in a fast-paced environment.
Strong customer-centric approach and a passion for delivering exceptional service.
Don’t have all of the experience or skills? We encourage you to still apply today! We’ll train you and teach you what you don’t already know. We promise that you’ll learn and grow within this role each day.
Location:
- Zirous provides a hybrid work model, offering both work from home (remote) days each Monday & Friday, as well as on-site days at the West Des Moines, IA office each Tuesday, Wednesday, Thursday. Zirous offers a flexible schedule so that you can work to meet clients needs and your personal needs. On-site days as described will be required for this role, local candidates within the Des Moines, IA metro will be given priority.
- Overnight travel may be required as needed based on Zendesk partner events (quarterly).
What to expect:
A fast-paced work environment.
To work alongside some of the smartest people you’ll ever know. You’ll learn from them, and they’ll learn from you.
LOTS of perks: snacks, beverages, social hours, on-site gym & shower facility, small group activity options outside of work (think axe throwing, bowling, pickleball, go-karts, and more), and a flexible work schedule with the ability to work remotely and in the office.
Recognition for a job well done! Employee of the Month and Employee of the Year awards with bonus amounts for each.
Company-wide lunches on-site and remotely.
Lunch and Learns (throughout the year we educate each other on different technical topics).
Casual dress - jeans, sweatshirts, flips are all acceptable while in our office or while working from home. We do dress up when client facing, but don’t worry if you are just graduating and don’t have business clothes - we offer a clothing allowance!
Professional development opportunities.
Much, much, more!
A competitive compensation, along with an attractive benefits package, including a 401(k) match.
Opportunity to work with a leading cloud-based platform.
A dynamic and supportive work environment.
Play a vital role in the success of an exceptional team.
Thrive in a supportive environment that promotes both personal and professional development.
Experience the best of both worlds with our hybrid model, combining in-office collaboration and remote work days each week.
Benefit from flexible scheduling options.
Embrace flexible time off (FTO) with unlimited time off - take the time you need while still being there for your teammates and Zirous.
Receive paid holidays to recharge and relax.
Access a cell phone subsidy and discounts with Verizon.
We prioritize our employees’ personal time, career aspirations, and life goals.
Zirous is an equal opportunity employer.
