Zendesk
AI Specialist, Customer Success (Scaled)
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The AI Specialist, Customer Success role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk AI solutions. The overarching objective is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role will work across a customer’s organization, from CXO-level down to senior customer experience leaders, administrators running Zendesk solutions as well as ProdDev teams. When our customers realize value and succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of our customers’ success and Zendesk’s company growth aspirations, with AI being the key driver. The mission of the AI Specialist team is to drive AI adoption and customer value realization throughout the customer journey.
Job Responsibilities Drive AI adoption through outcome-driven engagement throughout the customer’s journey and by being a product expert using Zendesk’s Advanced AI Agents Be the AI specialist partner in Success for the Customer Success organization, functioning as an internal business partner and driving AI adoption into overall success planning Work closely with Customer Success, Professional Services and ProdDev to ensure customers are realizing value with AI More detailed responsibilities Overarching objectives of the role include the following: Proactive customer health management through intentional, outcome-driven customer engagement Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization Cultivating, strengthening, and accelerating growth of Zendesk customer relationships To deliver on those objectives, AI Specialists, Customer Success will: Be a product expert and develop a comprehensive understanding of how Zendesk’s Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM Deliver a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — partner with Professional Services by engaging in customer onboarding, defining objectives, project scope and time-to-value, and ensuring continued engagement after launch Drive and remove obstacles to adoption of Zendesk’s Advanced AI Agents, maintaining engagement through mutual Success Plans with each customer and outlining goals, initiatives, success measures, and a roadmap to maximize value and renewals Advocate for the Zendesk customer across the ecosystem by bringing prioritized, data-driven customer feedback to the product development team Deliver a heightened customer experience through proactive engagement and communication, providing prescriptive best practices, resources, and linking adoption to quantified outcomes Develop strong relationships with customer leaders at all levels of the organization, from CIOs to IT professionals Qualifications Must have a minimum of 3+ years of related experience in Customer Success / Experience Experience in enterprise technology / SaaS in customer success roles (management, professional services/consulting or technical account management) Track record of learning new technology and linking software solutions to customer use cases, adoption maturity, and business value Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus Ability to explain and demonstrate the business value of AI to technical and non-technical stakeholders Strong multi-tasking and program/project management skills to manage multiple customers against success plans Strong interpersonal skills to influence across multiple levels and functions within a customer’s organization Bachelor degree in computer science, information sciences & technology, engineering or business is a plus The US annualized OTE (On Target Earnings) range for this position is $109,000.00-$163,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. Compensation details reflect base salary; actual offer will depend on capabilities, experience and location. Hybrid : This role follows a hybrid model with part of the week in the office and part remote. The in-office schedule is determined by the hiring manager. The Intelligent Heart Of Customer Experience Zendesk software was built to bring calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, disability, veteran status, or any other protected characteristic. We are an AA/EEO/Veterans/Disabled employer. If you need a reasonable accommodation during the application process, please contact us. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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Get AI-powered advice on this job and more exclusive features. Job Description
The AI Specialist, Customer Success role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk AI solutions. The overarching objective is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role will work across a customer’s organization, from CXO-level down to senior customer experience leaders, administrators running Zendesk solutions as well as ProdDev teams. When our customers realize value and succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of our customers’ success and Zendesk’s company growth aspirations, with AI being the key driver. The mission of the AI Specialist team is to drive AI adoption and customer value realization throughout the customer journey.
Job Responsibilities Drive AI adoption through outcome-driven engagement throughout the customer’s journey and by being a product expert using Zendesk’s Advanced AI Agents Be the AI specialist partner in Success for the Customer Success organization, functioning as an internal business partner and driving AI adoption into overall success planning Work closely with Customer Success, Professional Services and ProdDev to ensure customers are realizing value with AI More detailed responsibilities Overarching objectives of the role include the following: Proactive customer health management through intentional, outcome-driven customer engagement Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization Cultivating, strengthening, and accelerating growth of Zendesk customer relationships To deliver on those objectives, AI Specialists, Customer Success will: Be a product expert and develop a comprehensive understanding of how Zendesk’s Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM Deliver a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — partner with Professional Services by engaging in customer onboarding, defining objectives, project scope and time-to-value, and ensuring continued engagement after launch Drive and remove obstacles to adoption of Zendesk’s Advanced AI Agents, maintaining engagement through mutual Success Plans with each customer and outlining goals, initiatives, success measures, and a roadmap to maximize value and renewals Advocate for the Zendesk customer across the ecosystem by bringing prioritized, data-driven customer feedback to the product development team Deliver a heightened customer experience through proactive engagement and communication, providing prescriptive best practices, resources, and linking adoption to quantified outcomes Develop strong relationships with customer leaders at all levels of the organization, from CIOs to IT professionals Qualifications Must have a minimum of 3+ years of related experience in Customer Success / Experience Experience in enterprise technology / SaaS in customer success roles (management, professional services/consulting or technical account management) Track record of learning new technology and linking software solutions to customer use cases, adoption maturity, and business value Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus Ability to explain and demonstrate the business value of AI to technical and non-technical stakeholders Strong multi-tasking and program/project management skills to manage multiple customers against success plans Strong interpersonal skills to influence across multiple levels and functions within a customer’s organization Bachelor degree in computer science, information sciences & technology, engineering or business is a plus The US annualized OTE (On Target Earnings) range for this position is $109,000.00-$163,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. Compensation details reflect base salary; actual offer will depend on capabilities, experience and location. Hybrid : This role follows a hybrid model with part of the week in the office and part remote. The in-office schedule is determined by the hiring manager. The Intelligent Heart Of Customer Experience Zendesk software was built to bring calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, disability, veteran status, or any other protected characteristic. We are an AA/EEO/Veterans/Disabled employer. If you need a reasonable accommodation during the application process, please contact us. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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