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    Services Consultant - London, United Kingdom - ultimate GmbH

    ultimate GmbH
    ultimate GmbH London, United Kingdom

    2 weeks ago

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    Description

    You'll be required to work in a hybrid manner with c.1-2 days in the London or Berlin office, depending on where you're based.

    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.

    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.

    We truly offer career-defining opportunities.

    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.

    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.

    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
    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
    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
    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
    Final round with VP of Customer Success

    Please let the Talent team know if we can help you with the application process in any way and at any stage.

    All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status.

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