Manager, AI Services Consulting

Zendesk

. Lead the AI Delivery team by example with product expertise .

Posted 10/12/2026full-timePune • IndiaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading AI delivery teams and providing technical solutions on Zendesk’s AI Platform, with a strong focus on customer success and measurable outcomes. Proficient in managing project delivery, stakeholder alignment, and utilizing analytics for customer retention and growth.

Highest-signal resume keywords

AI Delivery LeadershipAPI IntegrationCustomer Success ManagementProgram ManagementConsulting Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API IntegrationREST APIsJSONSQL ScriptingAdoption AnalyticsHealth AnalyticsPredictive ModelingSuccess PlansProject ManagementChange Management

Soft Skills

Cross-Functional InfluenceCommunication SkillsTeam LeadershipProblem SolvingTraining Facilitation

Tools & Technologies

Zendesk AI Platform

Certifications & Qualifications

AI Strategy CertificationProject Management Certification

Industry Keywords

ConsultingProfessional ServicesEnterprise TechnologySaaSGo-To-CustomerTechnical Account ManagementSolutions EngineeringSoftware Adoption Programs

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Lead the AI Delivery team by example with product expertise
Provide technical solutions and remove customer roadblocks on Zendesk’s AI Platform
Guide customers through complex configurations and optimization
Advise on implementation and optimization of Zendesk AI products
Facilitate change management and deliver consultative training sessions
Own timely, successful delivery of individual and team AI projects
Manage delivery quality, capacity, utilization, scope, timelines, and stakeholder alignment
Maintain customer satisfaction and contribute to retention and 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
Build and lead the AI Delivery team, including hiring, onboarding, methodology, ways of working, workload assignment, performance evaluations, and growth plans

Requirements

What you’ll need

Minimum of 8+ years of related experience in Consulting / Professional Services
Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS, including customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
Strong hands-on experience with API integration, specifically REST APIs
Solid understanding of JSON and SQL scripting
End-to-end team handling experience, including performance evaluations, growth plans, and task assignment
Experience using adoption and health analytics to build predictive models and forecasts for churn and expansion
Experience surfacing early risk signals and recommending mitigations to secure retention and growth
Experience designing and executing success plans or roadmaps that drive measurable customer outcomes
Bachelor’s degree in Business, Computer Science, Engineering, or related field
Experience managing AI or software adoption programs with demonstrated impact on retention or satisfaction
Excellent program management and cross-functional influence skills
Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders
Advanced degrees preferred
Certifications in AI strategy or project management preferred
Familiarity with emerging AI trends is a plus

Benefits

Comp & perks

Hybrid way of working, with flexibility to work remotely for part of the week
Inclusive workplace experience
Equal opportunity employment
Reasonable accommodations for applicants with disabilities and disabled veterans