Zendesk
Overview
AI Specialist, Customer Success (Scaled) at Zendesk — join to apply for this role. This is a dynamic customer advisory role focused on getting customers to business outcomes quickly using Zendesk AI solutions. Job Description
The AI Specialist, Customer Success is a specialist function and key enabler of customers’ success and Zendesk’s growth, focused on delivering value from Zendesk’s Advanced AI Agents. This role works across a customer’s organization, from CXO-level to senior customer experience leaders, administrators, and ProdDev teams. When customers succeed, Zendesk succeeds. To achieve these goals, the mission of the AI Specialist team is to: Drive AI adoption through outcome-driven engagement across the customer journey and as a product expert for Zendesk’s Advanced AI Agents Act as the AI specialist partner in Success, functioning as an internal business partner and driving AI adoption in overall success planning Collaborate with Customer Success, Professional Services and ProdDev to ensure customers realize value with AI Job Responsibilities
Overarching objectives include: Proactive health management through intentional, outcome-driven customer engagement Collaborating with customers and Zendesk colleagues (notably Customer Success Managers) to accelerate AI adoption and value realization Cultivating and accelerating growth of Zendesk customer relationships To deliver on these objectives, AI Specialists will: Be a product expert and understand how Zendesk’s Advanced AI Agents create value for customer service teams and in Zendesk CRM Deliver a world-class customer experience by partnering with Professional Services during onboarding, defining objectives, scope, and time-to-value; ensure continued engagement after launch Drive adoption by maintaining ongoing, outcome-driven engagement and mutual Success Plans with customers Advocate for the Zendesk customer across the ecosystem by feeding prioritized, data-driven feedback to product development Provide proactive, clear communication and prescriptive best practices to link adoption to quantified business outcomes Develop relationships with customer leaders at all levels and across functions Additionally, AI Specialists must be able to: Forge strong relationships with the Zendesk account team and provide regular internal reporting on automation, product adoption, and health KPIs; identify expansion opportunities Proactively manage customer health in collaboration with the Customer Success Manager; monitor status, adoption, and customer experience metrics Learn and understand new AI-driven software solutions in the customer experience space Coordinate with technical teams for testing, feedback on beta features, troubleshooting, and collaborating with Product for fixes Track engagement with accounts and provide ongoing health insights Qualifications
Minimum 3+ years in Customer Success or Customer Experience Experience in enterprise technology/SaaS in roles such as customer success management, professional services, or technical account management Proven ability to learn new technologies and link solutions to customer use cases and business value Experience in AI adoption in customer-facing roles is a plus Ability to explain AI business value to technical and non-technical stakeholders Strong multi-tasking and program/project management skills to manage multiple success plans Strong interpersonal skills to influence at multiple levels and across functions Bachelor’s degree in computer science, information sciences & technology, engineering or business is a plus Compensation: The US annualized OTE range is $109,000.00-$163,000.00 with a 70/30 base/commission mix. Range reflects base salaries for new hires and may include bonus or incentives based on location and experience. Hybrid: This role follows a hybrid model with some onsite office days; specific schedule determined by the hiring manager. Equal Opportunity
Zendesk is an equal opportunity employer, committed to diversity, equity, and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other protected characteristic. We are AA/EEO/Veterans/Disabled. For EEO rights information visit the relevant U.S. government link. We provide reasonable accommodations for applicants with disabilities during the application and selection process; contact peopleandplaces@zendesk.com with accommodation requests. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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AI Specialist, Customer Success (Scaled) at Zendesk — join to apply for this role. This is a dynamic customer advisory role focused on getting customers to business outcomes quickly using Zendesk AI solutions. Job Description
The AI Specialist, Customer Success is a specialist function and key enabler of customers’ success and Zendesk’s growth, focused on delivering value from Zendesk’s Advanced AI Agents. This role works across a customer’s organization, from CXO-level to senior customer experience leaders, administrators, and ProdDev teams. When customers succeed, Zendesk succeeds. To achieve these goals, the mission of the AI Specialist team is to: Drive AI adoption through outcome-driven engagement across the customer journey and as a product expert for Zendesk’s Advanced AI Agents Act as the AI specialist partner in Success, functioning as an internal business partner and driving AI adoption in overall success planning Collaborate with Customer Success, Professional Services and ProdDev to ensure customers realize value with AI Job Responsibilities
Overarching objectives include: Proactive health management through intentional, outcome-driven customer engagement Collaborating with customers and Zendesk colleagues (notably Customer Success Managers) to accelerate AI adoption and value realization Cultivating and accelerating growth of Zendesk customer relationships To deliver on these objectives, AI Specialists will: Be a product expert and understand how Zendesk’s Advanced AI Agents create value for customer service teams and in Zendesk CRM Deliver a world-class customer experience by partnering with Professional Services during onboarding, defining objectives, scope, and time-to-value; ensure continued engagement after launch Drive adoption by maintaining ongoing, outcome-driven engagement and mutual Success Plans with customers Advocate for the Zendesk customer across the ecosystem by feeding prioritized, data-driven feedback to product development Provide proactive, clear communication and prescriptive best practices to link adoption to quantified business outcomes Develop relationships with customer leaders at all levels and across functions Additionally, AI Specialists must be able to: Forge strong relationships with the Zendesk account team and provide regular internal reporting on automation, product adoption, and health KPIs; identify expansion opportunities Proactively manage customer health in collaboration with the Customer Success Manager; monitor status, adoption, and customer experience metrics Learn and understand new AI-driven software solutions in the customer experience space Coordinate with technical teams for testing, feedback on beta features, troubleshooting, and collaborating with Product for fixes Track engagement with accounts and provide ongoing health insights Qualifications
Minimum 3+ years in Customer Success or Customer Experience Experience in enterprise technology/SaaS in roles such as customer success management, professional services, or technical account management Proven ability to learn new technologies and link solutions to customer use cases and business value Experience in AI adoption in customer-facing roles is a plus Ability to explain AI business value to technical and non-technical stakeholders Strong multi-tasking and program/project management skills to manage multiple success plans Strong interpersonal skills to influence at multiple levels and across functions Bachelor’s degree in computer science, information sciences & technology, engineering or business is a plus Compensation: The US annualized OTE range is $109,000.00-$163,000.00 with a 70/30 base/commission mix. Range reflects base salaries for new hires and may include bonus or incentives based on location and experience. Hybrid: This role follows a hybrid model with some onsite office days; specific schedule determined by the hiring manager. Equal Opportunity
Zendesk is an equal opportunity employer, committed to diversity, equity, and inclusion. We do not discriminate based on race, color, religion, national origin, age, sex, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other protected characteristic. We are AA/EEO/Veterans/Disabled. For EEO rights information visit the relevant U.S. government link. We provide reasonable accommodations for applicants with disabilities during the application and selection process; contact peopleandplaces@zendesk.com with accommodation requests. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Software Development
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