Описание
Zendesk software brings calm to the chaotic world of customer service and powers billions of conversations with well-known brands.
Задачи
•Own end-to-end delivery of customers' AI roadmaps, translating product capabilities into business strategies and driving execution from adoption through expansion
•Accelerate customers' time-to-value by driving adoption and operational excellence for Zendesk AI solutions
•Align Product, Services, Sales, and Partners to scale safe, sustainable AI programs
•Deliver commercial outcomes by protecting renewals, growing account expansion, and improving revenue and retention
•Lead the design, planning, and execution of AI adoption and expansion roadmaps for key customers
•Review solution designs, ensure deployments follow best practices, and collaborate with Professional Services on integration and configuration guidance
•Coordinate troubleshooting and technical escalations with Professional Services, Product, and Engineering
•Partner with executive stakeholders to develop and refine AI strategies
•Align internal cross-functional teams to deliver on AI roadmaps
•Coordinate engagement activities, identify and escalate risks, and engage the appropriate resources
•Maintain outcome-driven cadences and mutual AI roadmaps with strategic goals, measurable success, and renewal plans
•Own channel strategy for AI solution adoption, balancing direct customer delivery with channel enablement and partner engagement
•Track AI adoption, resolution metrics, and gross revenue retention, and refine strategies to improve outcomes and customer satisfaction
•Assess customers' automation potential and technical readiness, help craft user journeys, and translate product features into value
•Liaise with ProdDev teams to remove adoption blockers, implement fixes, and provide feedback on beta features
•Advise customers on ethical AI practices, data governance, and compliance
•Use adoption and health analytics to forecast churn and expansion, identify risk signals, and recommend mitigations
•Manage AI or software adoption programs and success plans that deliver measurable customer outcomes
Требования
•At least 5 years of related experience in Customer Success / Experience and at least 1 year of AI-related experience
•Previous experience in go-to-customer/GTM roles in enterprise technology or SaaS, such as customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
•Experience using adoption and health analytics to forecast churn and expansion, surface early risk signals, and recommend mitigations
•Bachelor's degree in Business, Computer Science, Engineering, or a related field
•Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction
•Experience designing and executing success plans or roadmaps that drive measurable customer outcomes
•Strong program management and cross-functional influence skills
•Ability to explain complex AI concepts to diverse audiences, especially executive stakeholders
Будет плюсом
•Advanced degrees, certifications in AI strategy or project management
•Familiarity with emerging AI trends
•Deep understanding of AI capabilities within Zendesk's platform
Условия
•The role requires attendance at the local office for part of the week; the specific in-office schedule is determined by the hiring manager
•Zendesk may use artificial intelligence or automated decision systems to screen or evaluate applications
•Zendesk provides reasonable accommodations for applicants with disabilities and disabled veterans
