Zendesk Functional Consulting Manager

Overview

The Lead Functional Consultant or Functional Consulting Manager oversees the performance and output of a team of Functional Consultants. They provide guidance, ensure alignment with best practices, manage escalations, and act as the primary point of contact for large-scale or complex implementations. This role also involves strategic input in solution design and ensuring successful project outcomes.

Responsibilities

• Client Engagement - Collaborate with clients to identify their needs and translate them into functional solutions that drive value and efficiency.
• Solution Design - Develop tailored configurations, workflows, and processes that align with business goals.
• Implementation Oversight - Lead the end-to-end implementation process, from discovery to deployment, ensuring successful outcomes.
• Collaboration - Act as the primary liaison between business stakeholders, project managers, and technical teams.
• Post-Implementation Support - Provide training, documentation, and support to ensure the seamless adoption of delivered solutions.
• Lead the functional consulting team, providing mentorship and performance management.
• Oversee project timelines, budgets, and resource allocation.
• Identify and mitigate project risks and issues proactively.
• Conduct regular project status meetings and communicate progress to stakeholders.
• Collaborate with delivery heads and project managers to align resources and prioritize tasks. Act as the escalation point for complex project challenges or client issues.
• Drive process improvement initiatives and ensure adherence to global best practices.
• Implementation & Configuration - Lead or contribute to the implementation of software solutions, including configuration, data migration, and integration with other systems.
• Perform system testing, including unit testing, integration testing, and user acceptance testing.
• Provide hands-on training and support to end-users on the implemented solutions.
• Troubleshoot and resolve system issues during implementation and post-go-live.
• Solution Design - Actively participate in pre-sales activities, including solution demonstrations, presentations, and proposal development.
• Gather and analyze client business requirements through workshops, interviews, and document reviews.
• Design and document detailed functional specifications and system configurations.
• Translate client business needs into effective and efficient solutions using our software platform.
• Project Management & Delivery - Contribute to project planning, scheduling, and budgeting.
• Monitor project progress, identify and mitigate risks, and ensure timely delivery of projects.
• Effectively communicate project status and any potential issues to project stakeholders.
• Client Relationship Management - Build and maintain strong relationships with clients, acting as a trusted advisor.
• Proactively identify and address client needs and concerns.
• Ensure client satisfaction throughout the project lifecycle.
• Stay abreast of industry trends and best practices in business process management and software implementation.
• Share knowledge and best practices with the team through internal training sessions and documentation.
• Contribute to the continuous improvement of our software solutions and delivery processes.

Qualifications

Details

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