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Service Consultant, Onboarding Customer Success · New York · Fully Remote

Ultimate.ai

Ultimate.ai

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Thursday, June 13, 2024
Customer Success · New York · Fully Remote

Service Consultant, Onboarding

Please note, you must have the right to work in the USA in order to apply for this position. Unfortunately, we are not able to offer a visa or sponsorship for this post.

This will be a remote working position. You will need to be based in a Central or Eastern USA timezone to apply.

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, and within Zendesk, careers accelerate. New opportunities arise as the company is constantly evolving and our culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

Our Nordic roots have created a culture where we can all lead by example and shape the company - and industry - we want to see, together. Between Ultimate’s startup mindset and Zendesk’s resources and years of experience, you get an unstoppable combination of talent, innovation, and support to drive your career to new heights.

THE ULTIMATE ROLE:

Onboarding is one of the most critical moments in the Customers life-cycle with Ultimate. This is where all that we’ve assured them through the sales process is put to the test. A great, good or bad experience will have a huge impact on the success of the customer and the joy we can bring to their customer support.

Working as part of our Professional Services function, Ultimate Service Consultants clarify the customers objectives, define the project scope and guide them through an onboarding experience that translates business needs and processes into product/technical solutions with defined outcomes.

The Service Consultant is a high impact role directly on the frontline assisting our Customers to implement the Ultimate platform into their customer support / service operations, whilst setting & managing the expectations that go with that.

KEY RESPONSIBILITIES

  • Be a product expert and super-user, maintaining a deep understanding of Ultimate

  • Lead on the delivery of customer implementations through all phases of the onboarding journey: scoping & planning, discovery, enablement, design, build & test, launch, monitor & optimize and closure

  • Clarify the customer vision and drivers for change / automation linked to their pain points, objectives and KPIs

  • Assist the customers’ team to capture requirements (use case discovery), map their processes and translate these into bespoke solutions optimized for Ultimate and the CRM configuration

  • Own the solution design and guide the customer through the bot building process providing recommendations and insights on best practice into conversational design

  • Provide guidance on strategies to support effective testing, change and release management (go-live)

  • Manage the controlled closure for onboarding projects and transition to a ‘BAU’ operational state for the customer (including handover to Customer Success)

  • Deliver / execute bespoke projects to extend, enhance and optimize existing customer implementations

  • Develop and promote best practices for existing and new features, ensuring knowledge is captured and shared for use internally and externally (customers and partners)

  • Bring valuable product insights back into the product organization, to drive product improvement and innovation

THE ULTIMATE PROFILE:

  • Experienced in CX automation, client onboarding, service delivery or solution consulting at a technology / SaaS company

  • Hands-on experience with CRMs (e.g. Zendesk, Salesforce etc) related to their use for managing customer support / service solutions to underpin CX strategies

  • Good understanding of technical & solution architecture concepts, including APIs

  • Applied business analysis skills and experience, used to map business processes, elicit / document customer requirements and scope projects

  • Solid project management skills to scope, plan, prioritize and track work, keeping stakeholders updated on progress

  • Applied experience in the design and implementation of SaaS solutions providing rich and engaging CX experiences (ideally including conversational design)

  • Excellent relationship management and communication skills (written and verbal, with fluency in English), with ability to set and manage expectations across a diverse range of stakeholders

  • A passion for service quality, with customer satisfaction at the heart of what you do

  • Strong coaching and troubleshooting skills

Metrics we will measure to understand enablement success including but not limited to :

  • Time to Value (TTV)

  • CSAT

We like to let you know what to expect, so if shortlisted you will go through the following process:

  1. Initial Call with Talent Partner (15 Mins)

  2. Call with the hiring manager (30 mins)

  3. Challenge round with a panel (1 hour)

  4. Final round with VP of Customer Success (30 mins)

Our Commitment to You:

Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate x Zendesk.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Department
Customer Success
Locations
New York
Remote status
Fully Remote
Employment type
Full-time

New York

The Ultimate Perks

  • Great Compensation

    You bring your best and so do we. This means we recognize real impact and show appreciation with actions, not just words.
  • Stock Options

    As we succeed, everyone gets to share in the spoils. Join our journey into a billion-dollar company and reap the rewards.
  • Scaled Professional Growth

    Your success is our success. We’re passionate about internal promotions and providing our people the best opportunities.
  • Bespoke Personal Growth

    Whether you want to learn a language, train for a marathon or take a coding course, our personal development budget has you covered.
  • Flexibility, Globally

    Everyone has a different circadian rhythm and is encouraged to work during their own superpower hours, plus preferred location.
  • Trust is our No.1 Value

    Our founders are passionate about trusting people to do their best work. You’ll feel it from day one.

The Ultimate Team

We're smart, enthusiastic and mission-driven about changing the world of customer support. Great culture is core to that - because we believe people are more inventive when inspired, more productive when passionate and more resourceful when recognised.

We trust our people to be brilliant and empower them to own their impact. Join our team and work alongside some of the smartest people we know.

About Ultimate

Founded in 2016
Co-workers 160
Customer Success · New York · Fully Remote

Service Consultant, Onboarding