Presales Consultant – Customer Experience & Support Solutions

Zoho UK is seeking a driven and customer-oriented Presales Consultant to contribute to the continued expansion of our customer experience and engagement product suite. This includes solutions related to help desk systems, live chat, telephony, remote support, and customer feedback.

As an integral part of our presales team, the successful candidate will work closely with prospective clients to understand their business requirements, articulate how Zoho’s solutions can meet their needs, and support them throughout the technical evaluation process. The role requires a blend of technical product knowledge, consultative engagement, and strong communication skills to help clients enhance their customer service operations.

Key Responsibilities:

• Lead discovery sessions to gather insights into customer operations, challenges, and business objectives.
  

• Deliver customised product demonstrations that effectively showcase Zoho’s capabilities in addressing specific client needs.
  

• Provide consultative and technical support throughout the evaluation phase via video calls, email, and chat sessions.
  

• Collaborate with the sales team to develop tailored proposals that align with client requirements.
  

• Support the completion of RFI/RFP responses and assist in the development of proof-of-concept environments and solution documentation.
  

• Represent Zoho at trade shows, industry events, and client meetings, as required.
  

• Stay up to date with product enhancements and emerging trends in customer support and experience technology.
  

Requirements

• Minimum 3-5 years experience in a presales, solutions consulting, or other customer-facing technical role, preferably within SaaS or the customer experience domain.
  

• Hands-on experience with customer support platforms such as Zoho Desk, Zendesk, Freshdesk, Intercom, Genesys, or similar solutions.
  

• Solid understanding of multi-channel support environments, including live chat, telephony, email, remote assistance, and feedback collection.
  

• Excellent presentation and communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders.
  

• Proven ability to manage multiple engagements simultaneously with a methodical and proactive approach.
  

• Self-motivated and adaptable, with a demonstrated capacity for independent learning and keeping pace with evolving technologies.
  

• A collaborative, team-oriented mindset, with a strong focus on customer success.
  

• Willingness to travel occasionally for events, client visits, or internal meetings.
  

Benefits

• This is a full-time position with a 40-hour working week, 25 annual leave days and permanent contract. 
  
• Competitive salary package aligned with candidate's qualifications, experience, and the market value of the role. 
  
• Opportunity to work and learn from teams in marketing, account management, solution engineering and partnerships management. 
  
• Opportunity to work with a Global team and contribute to the growth of a leading technology company. 
  
• A vibrant, international and inclusive environment.