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Zendesk is hiring an AI Services Consultant to drive adoption of its AI-powered Resolution Platform, serving as the technical and product expert within the AI Delivery team to deliver quick value and guide customer configuration and optimization. The mission is to provide technical solutions, remove roadblocks, and act as a trusted advisor, guiding customers through complex configurations with agility to achieve transformative business outcomes. The overarching objectives are to accelerate time-to-value by driving adoption and operational excellence, be the customer’s AI technical expert who translates goals into the right configurations and integrations, and lead end-to-end delivery with clear scope and timelines. Key responsibilities and qualifications include providing technical guidance on Zendesk AI products, change management and training, ensuring successful project delivery and high customer satisfaction, cross-functional collaboration, and possessing 7+ years in consulting/Professional Services, GTM experience in enterprise tech or SaaS, analytics for churn/expansion, relevant degrees (advanced degrees or AI/project management certifications preferred), and strong consulting, communication, and project management skills. The role is hybrid with part onsite work, Zendesk is an equal opportunity employer committed to diversity and inclusion, AI-based screening may be used in hiring per guidelines, and accommodations are available for applicants with disabilities; contact information and diversity resources are provided.

Zendesk is seeking a Manager of AI Delivery in Professional Services to lead a 6–10 person team of consultants delivering AI-enabled customer service solutions, combining deep product expertise with people leadership to accelerate value for customers. The role will manage and grow a high-performing team, set strategy, standards, and operating rhythm, ensure the right people are staffed to the right work, tightly scope projects, and escalate risks to keep implementations moving, while aligning with Sales, Customer Success, and Product. Its overarching objectives are to scale the AI Delivery organization, deliver predictable time-to-value and measurable business impact, and drive cross-functional alignment to support retention and expansion through a repeatable AI delivery motion. You’ll build and scale the delivery model, own capacity and staffing strategy, drive outcome-based execution, lead cross-functional handoffs and roadmaps, and develop the team’s capability and product authority at scale. Qualifications include 7+ years in enterprise SaaS/AI-related advisory roles, 2+ years of people management leading 6–10 direct reports, GTM or customer-facing enterprise experience, adoption analytics expertise, a bachelor’s degree (advanced degrees or AI certifications preferred), and strong communication skills; the role offers a hybrid on-site/remote schedule and a commitment to diversity and inclusion.

Zendesk is hiring an AI Services Consultant in Professional Services to act as the technical expert for the AI-powered Resolution Platform and help customers achieve rapid value through AI delivery. The mission is to provide technical solutions, remove blockers, and guide customers through complex configurations to drive transformative business outcomes with agile, end-to-end project delivery. Key responsibilities include offering technical guidance, leading change management and training, delivering AI projects on time, maintaining high customer satisfaction, collaborating cross-functionally, and ensuring AI solutions align with customer goals for measurable adoption. Required qualifications include a minimum of 5+ years in consulting or professional services (7+ years for Principal), experience in enterprise technology/SaaS GTM roles, adoption analytics and success planning experience, a relevant bachelor’s degree (advanced degrees or AI/project management certifications preferred), and strong consulting, communication, and program management skills. The role features a hybrid work arrangement with partial in-office presence, along with Zendesk’s commitment to diversity, inclusion, and accommodations, and notes that AI may be used in screening applicants.

Zendesk is seeking a LATAM channel development leader to build partnerships, drive revenue, and help customers succeed, reflecting the broad scope of channel strategies in SaaS. The role collaborates with Zendesk’s regional sales team, reports to the Director of SSAC Partner Sales, and coordinates with Latin American and global partner teams to grow the channel and revenue in the region. It is a quota-carrying position requiring 4+ years of partner/channel sales experience in tech/SaaS, with resellers/consultancies/BPOs, a proven quota track record, strong executive presence, travel willingness, and fluency in English and Portuguese. Key duties include creating a regional go-to-market strategy, recruiting and enabling partners, helping partners win enterprise deals, funding partner-led campaigns, serving as the liaison between partners and Zendesk sales, evangelizing partner capabilities, and driving pipeline, new bookings, expansions, and customer acquisitions. Zendesk supports a hybrid work model, emphasizes diversity and inclusion, notes that AI may be used to screen applications, and offers accommodations for applicants with disabilities.

Zendesk's Technical Account Managers (TAMs) act as an extension of customers, partnering with CX teams, IT, admins, and executives to craft strategies that enable innovation and deliver outstanding customer experiences, maximizing value from Zendesk. The TAM role focuses on guiding and advising on implementations rather than doing them, starting from the customer’s business strategy and examining use-cases, configurations, integrations, and apps. Responsibilities include establishing cross-functional relationships, documenting the customer’s CX ecosystem, delivering consultations and demos for quick wins, leading Premier adoption with a Customer Technical Roadmap, conducting operational reviews, coordinating Zendesk resources, ensuring robust issue plans, voicing the customer to product teams, and driving continuous improvement across global delivery. Required qualifications include 10+ years of technical experience (6+ in enterprise), a proven track record as a trusted executive-level advisor, experience in SaaS service management and CX transformation, cross-functional leadership, strong communication skills, and expertise in SaaS architectures and Zendesk, with mentoring experience and Spanish being a plus. The role supports a hybrid work model, emphasizes diversity and inclusion, and notes AI screening and accommodation options, with employment protections and a commitment to equal opportunity and a supportive workplace.

Zendesk is seeking an AI Success Strategist to lead AI-driven customer outcomes and co-create a long-term AI roadmap with executive partnerships from day one. The role owns end-to-end delivery of customers’ AI roadmaps, translating product capabilities into business strategy, driving adoption and expansion, and delivering measurable value throughout the lifecycle. Responsibilities include serving as the design authority for AI deployments, aligning internal teams, sustaining an engagement cadence with a mutual roadmap, managing channel/adoption strategy, and using data to measure impact while ensuring responsible AI and compliance. Qualifications require at least 5+ years in Customer Success/Experience with 1+ year of AI experience, enterprise SaaS GTM experience, strong analytics to forecast churn and expansion, and excellent program management and cross-functional influence; a bachelor’s degree is required, with AI strategy or PM certifications preferred. Zendesk also notes a hybrid work model, a commitment to diversity and inclusion, and that AI may be used in screening applicants, along with accommodations for applicants with disabilities.