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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading technical adoption and transformation initiatives for enterprise customers, with a strong focus on AI automation, SaaS configuration, and stakeholder alignment. Capable of guiding complex technical discovery processes and delivering clear, actionable insights to diverse audiences.
Highest-signal resume keywords
Technical Adoption LeadershipAI Automation ExpertiseSaaS Configuration ProficiencyCross-Functional Team CoordinationStakeholder Influence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical DiscoveryIntegration AssessmentData Flow AnalysisSolution ScopingAI Tool UtilizationPlaybook DevelopmentMaturity AssessmentProduct DemonstrationSandbox ConfigurationROI Logic
Soft Skills
Proactive Problem SolvingTrust BuildingInfluence and LeadershipClear CommunicationCalmness Under Ambiguity
Tools & Technologies
ZendeskAI PlatformsCX PlatformsWorkflow Automation ToolsService Operations Software
Industry Keywords
Technical TransformationEnterprise ArchitectureCustomer ExperienceRegulated EnvironmentsComplex Architectures
About the role
Key responsibilities & impact- Lead technical adoption roadmaps for strategic enterprise customers
- Build account technology plans covering architecture, Zendesk usage, technical debt, customer priorities, and adoption opportunities
- Diagnose barriers across configuration, data, integrations, processes, operating models, and stakeholder alignment
- Guide customers through AI and platform adoption using repeatable playbooks, standard configurations, and practical enablement
- Lead technical discovery, whiteboarding, product demonstrations, and standard sandbox configurations
- Scope productized pilots and proofs of concept with success criteria, ROI logic, and a path to production adoption
- Coordinate AI Experts, Professional Services, FDEs, Architects, and other specialists around shared customer outcomes
- Share technical evidence supporting adoption, value realization, and expansion readiness while tracking progress through approved systems
Requirements
What you’ll need- Typically 12+ years of experience in complex customer-facing technical transformation, architecture, AI automation, advisory, or a related field—or an equivalent record of impact
- Experience owning technical adoption or transformation outcomes with enterprise customers
- Demonstrated ability to lead technical discovery, assess integrations or data flows, and recommend practical solutions
- Track record of influencing senior stakeholders and coordinating cross-functional teams through complex change
- Strong technical judgment across SaaS configuration, integrations, APIs, data flows, and AI automation
- Ability to lead structured discovery and explain complex technical ideas in clear business language, from practitioners to executives
- Experience using adoption plans, maturity assessments, playbooks, and stakeholder alignment
- Good solution-scoping judgment
- Comfort with light demos and standard configuration
- Proactive, calm approach to ambiguous customer challenges; ability to build trust and lead through influence
- AI-literate approach, including responsible use of approved AI tools and consideration of data, security, oversight, and measurement
- Preferred: experience with customer service, CX platforms, AI agents, workflow automation, or service operations
- Preferred: experience designing productized pilots, technical adoption programs, or repeatable customer playbooks
- Preferred: familiarity with regulated environments, complex architectures, or advanced AI automation
- Preferred: experience turning customer adoption patterns into scalable methods and providing structured feedback to Product and Engineering
Benefits
Comp & perks- Bonus, benefits, or related incentives may be available
- Hybrid working with flexibility to work remotely for part of the week
- Reasonable accommodations for applicants with disabilities and disabled veterans