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Zendesk Implementation Manager
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Zendesk Implementation Manager - full time permanent - Maidenhead 3 days onsite
We are looking for an experienced Zendesk Implementation Manager to lead the implementation and rollout of Zendesk across a growing organisation.
This role will take ownership of the implementation from initial discovery and requirements gathering through configuration, integration, data migration, testing, go-live and adoption. The successful candidate will have previously been involved in implementing Zendesk into a business, ideally taking responsibility for both the project delivery and hands-on configuration of the platform.
You will work closely with operational, technology and customer-facing teams to understand existing processes, design the future Zendesk environment and ensure the platform is successfully embedded across the organisation.
Key Responsibilities
- Lead the end-to-end implementation and rollout of Zendesk across the business.
- Run discovery workshops to understand existing processes, challenges and requirements.
- Translate business requirements into an effective Zendesk configuration and operating model.
- Configure Zendesk, including workflows, triggers, automations, SLAs, routing, roles, permissions, forms and reporting.
- Manage integrations between Zendesk and other business systems.
- Plan and coordinate the migration of data from existing platforms and processes.
- Lead testing and UAT, ensuring the platform is ready for go-live.
- Manage implementation timelines, risks, dependencies and stakeholder communication.
- Coordinate internal teams and any third-party implementation partners.
- Develop training materials and deliver training to users, administrators and team leads.
- Support go-live and post-launch stabilisation.
- Establish appropriate governance, administration and change control processes.
- Monitor adoption and identify opportunities to improve and optimise the platform following implementation.
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Essential Skills & Experience
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- Previous experience implementing Zendesk within an organisation, rather than solely using Zendesk as an end user.
- Strong hands-on Zendesk administration and configuration experience.
- Experience configuring workflows, triggers, automations, SLAs, routing, roles and reporting.
- Proven experience delivering SaaS, CRM, service management or customer service technology implementations.
- Strong project or implementation management experience, taking projects from discovery through to go-live.
- Experience gathering requirements and running workshops with business stakeholders.
- Understanding of system integrations, APIs, webhooks or middleware.
- Experience with data migration, testing and UAT.
- Strong stakeholder management skills with the ability to communicate effectively with both technical and non-technical teams.
- Experience supporting training, change and user adoption.
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