Zendesk

Customer Success Manager

• Own end-to-end delivery of customers’ AI roadmaps from initial adoption through sustained expansion
• Translate product capabilities into business strategies and define long-term AI visions
• Align Product, Services, Sales, Success, Partners, and other internal and external teams
• Lead design, planning, and execution of AI adoption and expansion roadmaps
• Serve as design authority for customer AI deployments
• Lead solution design reviews and provide best-practice integration and configuration guidance
• Coordinate troubleshooting and technical escalations with Professional Services, Product, and Engineering
• Partner with executive stakeholders to develop forward-looking AI strategies
• Serve as the primary AI thought leader and trusted advisor throughout engagements
• Coordinate activities, sequence work, identify and escalate risks, and engage appropriate resources
• Maintain outcome-driven cadences and mutual AI roadmaps supporting renewal and value maximization
• Own channel strategy for AI solution dissemination and adoption
• Use data-driven insights to track AI adoption, resolution metrics, gross revenue retention, and customer satisfaction
• Advise customers on responsible AI, ethical practices, data governance, and compliance
• Orchestrate multi-phase technology adoption projects
• Assess automation potential and technical readiness, including generative AI, integrations, and authentication
• Liaise with Product Development teams to remove adoption blockers, implement fixes, and provide beta-feature feedback
• Drive revenue growth, retention, account expansion, and measurable business outcomes

Principal AI Success Strategist, Customer Success

Chief of Staff

• Partner with the Chief People Officer to shape and execute People team strategic priorities, annual plans, and operating cadence
• Lead portfolio management across People initiatives, including outcomes, dependencies, resourcing, risks, decisions, and progress
• Own the People team planning process and budget rhythm with Finance and functional leaders
• Manage forecasting, reporting, and investment recommendations
• Prepare Board and executive-level discussions, narratives, materials, and follow-through for People-related topics
• Plan and facilitate People Leadership Team offsites
• Lead planning and coordination of People Team All Hands and engagement moments
• Serve on the People Leadership Team and Zendesk’s Chief of Staff community
• Lead high-priority, confidential, and ambiguous special projects for the Chief People Officer from diagnosis through measurable results

Chief of Staff, People Team

Consultant

• Lead complex customer discovery sessions to understand business needs, goals, challenges, and implementation requirements
• Act as a trusted advisor, providing strategic recommendations aligned to customer outcomes and Zendesk best practices
• Translate customer needs into scalable solution designs, implementation plans, and clear delivery requirements
• Configure and optimize Zendesk solutions for sophisticated customer workflows and business outcomes
• Own project workstreams across discovery, design, configuration, testing, training, and go-live support
• Lead customer-facing working sessions with technical and executive stakeholders
• Build and manage customer relationships throughout the implementation lifecycle
• Partner with Project Managers, Technical resources, Account teams, Product, and Support teams
• Manage multiple enterprise customers and prioritize work across a portfolio
• Identify risks, dependencies, and blockers and drive resolution
• Develop testing plans, training materials, enablement sessions, and go-live readiness activities
• Mentor Services Consultants and contribute to team capability development
• Share implementation insights, reusable assets, and best practices
• Contribute to internal initiatives strengthening the Services organization and customer experience
• Help customers launch successfully and maximize their Zendesk investment

Senior Services Consultant

Call Center Representative

• Help customers rapidly achieve business outcomes through Zendesk’s Contact Center capabilities
• Drive adoption, optimization, and measurable value from Zendesk Contact Center products
• Help customers transform contact center operations, realize ROI, and build long-term relationships supporting retention and growth
• Advise executives, operations leaders, administrators, and IT teams
• Implement and optimize routing, inbound and outbound call strategies, IVR, automated experiences, call center wallboards and analytics, Co-pilot, and Voice AI
• Lead workshops, best-practice sharing, success planning, and health checks
• Serve as the Contact Center specialist aligned with broader CSM account teams
• Partner with Professional Services during onboarding to define requirements and objectives and minimize time-to-value
• Surface customer insights and feedback to Product, Engineering, and GTM teams
• Connect product adoption to outcomes using benchmarking, data storytelling, and quantified ROI
• Collaborate with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth
• Prepare and deliver Quarterly Business Reviews focused on Contact Center value and ROI

Contact Center Success Specialist

Artificial Intelligence

• Set the global direction and scale a high-performing AI Services Consulting organization
• Build the organization, leadership bench, role architecture, capacity model, and career paths required for global scale
• Own enterprise delivery performance and value realization
• Establish outcomes, quality standards, operating metrics, and executive escalation mechanisms for AI engagements
• Shape a repeatable global AI go-to-customer motion
• Define the service portfolio, engagement principles, delivery methodology, standards, governance, and investment roadmap
• Forecast demand, shape capacity and coverage, balance utilization with customer outcomes, and manage staffing, scope, investment, and margin tradeoffs
• Establish performance systems, success measures, and review cadences connecting AI delivery to customer and financial outcomes
• Partner with Sales, Customer Success, Product, Engineering, Finance, and regional leaders
• Develop directors, senior managers, and consultants through expectations, coaching, succession planning, knowledge systems, and product readiness
• Improve product, tooling, and enablement through field feedback

Senior Director, Services Consulting, AI

Backend Engineer

• Design scalable and efficient contact center architectures using Amazon Connect, AWS, and Zendesk
• Define long-term technology strategies for contact center modernization
• Provide technical leadership and mentorship to presales specialists
• Evaluate and apply AI, ML, and automation trends in contact centers
• Maintain security, compliance, governance, and industry best practices
• Support presales through business and technical discovery, solution design, demonstrations, proofs of concept, and presentations
• Create whitepapers, technical guides, solution architecture diagrams, and sales collateral
• Collaborate with AWS, Zendesk, and other vendors and partners
• Define and execute the Contact Center Center of Excellence architectural vision
• Architect integrations between Zendesk, Amazon Connect, AWS, and enterprise systems
• Engage business leaders, IT teams, and external partners to gather requirements and drive architectural decisions
• Advocate continuous improvement and innovation in contact center platforms

Senior Platform Architect

Account Executive

• Drive top-line revenue growth by acquiring new Enterprise customers and developing account expansion strategies
• Manage and nurture customer relationships to maximize satisfaction, retention, and long-term strategic partnerships
• Identify cross-sell opportunities for additional products and services
• Use data insights, customer intents, and adoption history to prospect clients and improve retention strategies
• Convey Zendesk product benefits in alignment with customers’ business objectives
• Lead complex and competitive sales cycles using value selling and compelling business cases
• Build a robust pipeline of qualified opportunities and maintain accurate forecasts
• Establish executive sponsorship and build relationships with decision-makers and champions
• Collaborate with internal teams to improve sales strategies and execution
• Exceed quarterly and annual revenue goals using weekly and monthly KPIs

Enterprise Account Executive

• Serve as the technical strategist for enterprise customers and prospects using the AI-powered Zendesk Resolution Platform
• Design and architect next-generation service solutions that transform traditional support centers into Autonomous Service Workforces
• Advise the enterprise sales organization on technical architecture, proofs of concept, technical wins, and business targets
• Lead strategic discussions with sales engineers, account executives, business consultants, and senior executives
• Conduct technical discovery, scope opportunities, and manage complex proofs of concept for expansion and cross-sell opportunities
• Demonstrate Zendesk headless capabilities and embed Zendesk into workflows using MCP and, where applicable, A2A integrations
• Design and deploy multi-step agentic workflows using Zendesk Agent Builder and Action Builder
• Architect integrations between Zendesk, external AI platforms, and enterprise applications using MCP servers, APIs, iPaaS, and enterprise integration patterns
• Integrate federated enterprise data sources such as SharePoint, Confluence, and Google Drive using Context Graph and Knowledge Graph connectors
• Lead the technical handoff from presales to post-sales implementation teams
• Support long-term AI deployment success, AI Quality Scores, quality assurance, and ongoing expansion
• Act as subject matter expert on platform security, global scalability, custom data models, and Zendesk Copilot implementations
• Partner with Product Engineering and Product Marketing to shape Zendesk’s AI architecture roadmap

Senior Platform Architect – Presales

Product Manager

• Define and execute product vision, strategy, and roadmap for Zendesk’s Customer Observability product portfolio focused on AI-driven resolutions
• Lead development of unified observability solutions across AI Agents, Custom Agents, workflows, business logic, analytics, knowledge systems, headless experiences, integrations, APIs, and external ecosystems
• Establish capabilities for monitoring, understanding, evaluating, debugging, governing, and optimizing AI-powered experiences
• Enable AI Agents to take secure, measurable actions across internal and external systems
• Drive product discovery through customer research, market analysis, competitive intelligence, data, experimentation, and customer and partner engagement
• Translate complex technical concepts into product requirements, customer value propositions, and differentiated experiences
• Partner with Engineering and Architecture to design scalable, reliable, secure, and extensible platform capabilities
• Guide adoption of AI technologies, protocols, frameworks, and interoperability standards
• Lead cross-functional teams through strategy, discovery, development, launch, adoption, and continuous improvement
• Develop product success metrics for customer value, system performance, quality, reliability, safety, and business outcomes
• Partner with Marketing, Sales, Enablement, and Customer Success on positioning, packaging, pricing, launches, and go-to-market strategies
• Lead major product launches and customer adoption, education, and lifecycle engagement
• Build relationships with customers, partners, analysts, and industry communities
• Recruit, coach, and develop a high-performing product management organization
• Establish product management practices for prioritization, decision-making, stakeholder alignment, and executive communication
• Advocate for responsible AI, privacy, security, transparency, and governance

Senior Director, Product Management

• Provide technical solutions and remove customer roadblocks on Zendesk’s AI Platform
• Guide customers through configuration and optimization of Zendesk AI solutions
• Advise on implementation and optimization of Zendesk AI products
• Facilitate change management processes and deliver consultative sessions for AI adoption
• Manage AI projects end-to-end, including scope, timelines, stakeholder alignment, execution, and delivery
• Maintain customer satisfaction and contribute to retention and potential upsell opportunities
• Collaborate with Customer Success and Sales on customer AI roadmaps and technical challenges
• Align AI solutions with customer business goals and measurable customer experience and adoption outcomes
• Serve as the customer’s AI technical expert and trusted advisor
• Accelerate time-to-value and drive operational excellence from initial deployment through scale

AI Services Consultant

• Lead and grow the Americas Technical Architecture team
• Hire, coach, develop, and retain a distributed team of Technical Architects
• Set expectations for performance, growth, and technical leadership
• Partner with Sales, Professional Services, and customers on project scoping and advisory engagements
• Define scope, clarify assumptions, assess effort and complexity, identify risks and dependencies, recommend solution options, and align delivery with customer outcomes and business value
• Improve planning, forecasting, resourcing, risk management, scope, dependencies, and delivery predictability across concurrent customer engagements
• Influence senior stakeholders, resolve trade-offs, and drive consensus across internal teams and customer organizations
• Partner with Product by providing roadmap feedback, participating in beta initiatives, identifying capability gaps, and expanding team skills and influence
• Champion practical, responsible AI adoption across the Technical Architecture team and wider organization
• Share AI use cases, build capability, develop reusable patterns, and scale proven practices through cross-functional partnerships
• Establish consistent approaches to discovery, solution scoping, design, documentation, governance, and quality
• Use customer and operational insights to improve delivery practices

Senior Manager, Technical Architecture

• Drive growth and adoption of the full suite of AI products
• Prospect, demonstrate, and close deals as a quota-carrying overlay specialist
• Work alongside the Core Account Executive team within the EMC segment in the AMER region
• Own and exceed sales quotas within a defined Zendesk territory
• Develop and execute strategic plans for existing accounts and new business
• Build customer relationships and align Zendesk AI solutions with business goals
• Lead and support approved AI proofs of concept
• Identify expansion and cross-sell opportunities with the AI Success team
• Construct commercial models and advise on usage requirements and forecasted automation rates
• Serve as an AI subject matter expert and lead sales enablement initiatives
• Communicate product updates, sales plays, and market insights to Core AEs
• Provide insights, value-based recommendations, and guidance in large deal pursuits
• Build and present tailored AI Agent portfolio demonstrations

Senior AI Sales Specialist

Manager

• Serve as the lead point of contact for major clients and nurture long-term stakeholder relationships, including with C-suite executives
• Oversee complex projects from inception through completion, meeting client expectations, budget constraints, and quality standards
• Refine and evolve project delivery methodologies
• Mentor junior engagement managers and other team members
• Identify project risks and bottlenecks and implement proactive solutions
• Provide strategic oversight and ensure alignment with client objectives and internal goals
• Support proposal development, contract negotiation, and sales opportunity closure
• Maintain industry expertise and provide value-added client recommendations
• Collaborate with sales, marketing, product development, and other departments
• Manage individual projects and portfolios profitably

Senior Engagement Manager

Customer Support

• Lead Zendesk’s global customer support organization and define the future of AI-powered customer experience
• Own the performance and evolution of AI-powered support across email, messaging, voice, and self-service
• Drive autonomous resolution, deflection quality, CSAT, FCR, SLA performance, and cost-per-resolution
• Define AI-to-human escalation strategies and establish AI quality, risk, and governance frameworks
• Build feedback loops that improve AI, workflows, and knowledge
• Lead a 300+ person global advocate organization delivering 24/7 technical support
• Develop career paths, competency frameworks, and operating models for an AI-augmented workforce
• Serve as executive authority for high-sensitivity customer escalations and critical customer moments
• Own strategy, operations, and P&L for Zendesk’s monetized Premier support business
• Define premium support offerings, pricing, capacity, commercial models, and outcome-based metrics
• Build knowledge operations and intelligence infrastructure to support AI at scale
• Lead Zendesk’s internal Center of Excellence using its platform in production
• Partner cross-functionally with Product, Engineering, Sales, Customer Success, Renewals, and Finance
• Establish operating cadences, dashboards, KPIs, and accountability mechanisms
• Represent Zendesk externally as a practitioner and thought leader in AI-powered CX

Vice President, Global Customer Experience, AI-Powered Support

Solutions Engineer

• Partner with account executives and sales teams on discovery, qualification, solution strategy, and opportunity progression
• Support multiple opportunities through a pooled coverage model
• Prioritize work based on customer impact, deal stage, complexity, and business urgency
• Translate customer goals and operational challenges into solution concepts, use cases, value hypotheses, and recommended next steps
• Deliver or support technical discovery sessions, product demonstrations, workshops, solution overviews, and proof-of-concept activities
• Explain CX, automation, and AI capabilities in practical business terms, including use cases, limitations, risks, and adoption considerations
• Create solution artifacts such as diagrams, capability maps, integration overviews, demo plans, discovery notes, and technical responses
• Coordinate with product, engineering, security, services, customer success, and other internal teams to validate feasibility and implementation considerations
• Capture reusable patterns, objections, FAQs, and lessons learned to improve SA enablement and team consistency
• Use AI tools or AI-enabled products as a copilot to organize information, orchestrate tasks, summarize discovery, generate drafts, improve documentation, prepare demos, and accelerate follow-up
• Apply human judgment to review and refine AI output and remain accountable for accuracy, customer context, and final deliverables
• Communicate solution value, fit, and practical application to customers, escalating to experienced SAs or specialists when appropriate