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for every person on the planet.</p>\n<p>We&#39;re looking for a Strategic Account Director to win new business with large enterprises across industries. You&#39;ll build trusted relationships with executive buyers, connect their priorities to Zendesk&#39;s service and AI solutions, and guide complex opportunities from first conversation through close.</p>\n<p><strong>What you&#39;ll be doing</strong></p>\n<ul>\n<li>Build and manage qualified pipeline through targeted prospecting, inbound opportunities, partner relationships, and territory planning.</li>\n<li>Lead complex sales from discovery and qualification through business case, proposal, negotiation, and close.</li>\n<li>Connect customer goals and service challenges to a credible Zendesk platform and AI solution, with measurable outcomes.</li>\n<li>Build relationships across executive, business, technical, finance, security, and procurement teams.</li>\n<li>Own pursuit strategy, deal progression, and commercial decisions within approved guidelines.</li>\n<li>Bring together Solution Engineers, Product Specialists, Marketing, SDR/BDR teams, partners, and leaders to advance opportunities.</li>\n<li>Maintain accurate CRM records and forecasts, surface risks early, and keep buyers aligned on next steps.</li>\n<li>Document customer goals, commitments, and success conditions to support a smooth handoff and share market insights with internal teams.</li>\n</ul>\n<p><strong>What you bring to the role</strong></p>\n<ul>\n<li>A strong new-business mindset and the discipline to create demand through thoughtful, consistent prospecting.</li>\n<li>A consultative approach to discovery that uncovers business problems, urgency, stakeholders, and measurable outcomes.</li>\n<li>The ability to earn trust and guide decisions across executive and cross-functional buying groups.</li>\n<li>Commercial judgment to build business cases, manage deal economics, negotiate, and qualify opportunities honestly.</li>\n<li>Strong operating habits: accurate forecasting, clear next steps, early risk visibility, and reliable follow-through.</li>\n<li>Clear communication that makes complex platform and AI value understandable to business and technical audiences.</li>\n<li>A collaborative approach to leading specialists and sharing customer and market insight across teams.</li>\n</ul>\n<p><strong>Basic qualifications</strong></p>\n<ul>\n<li>Typically 12+ years of related experience, with demonstrated success in complex B2B SaaS sales.</li>\n<li>A record of owning new-business opportunities and delivering measurable commercial outcomes, such as quota attainment, new ARR, or equivalent growth results.</li>\n<li>Experience with prospecting, value-based discovery, executive engagement, and complex deal ownership.</li>\n<li>Ability to discuss AI, automation, and platform value credibly, and to involve specialists when deeper technical expertise is needed.</li>\n<li>Equivalent practical experience is welcome; no specific degree is required.</li>\n</ul>\n<p><strong>Preferred qualifications</strong></p>\n<ul>\n<li>Repeated success closing large, complex net-new enterprise deals.</li>\n<li>Experience creating demand and shaping account or market strategy for high-value prospects.</li>\n<li>Strength in ROI storytelling, competitive positioning, and guiding multi-stakeholder buying decisions.</li>\n<li>Experience partnering with channel or ecosystem partners and cross-functional sales teams.</li>\n<li>Familiarity with service operations, customer experience, or AI-enabled business transformation.</li>\n</ul>\n<p><strong>AI literacy</strong></p>\n<p>You&#39;ll use approved AI tools to improve account research, preparation, follow-through, and synthesis of customer and market signals while protecting confidential information. You should be comfortable discussing AI opportunities in terms of customer outcomes, adoption, security, governance, and implementation readiness,and be clear about where human judgment and specialist expertise matter.</p>","enriched_at":1793610210381},{"id":"job_33fe3231-bb1","title":"Strategic Account Director, Retail New Business","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/San-Francisco-California-United-States-of-America/Strategic-Account-Director--Retail_R35776","location":"San Francisco, California","job_type":"full-time","experience_level":"senior","work_arrangement":"hybrid","category":"Sales","description":"<p>Join Zendesk as a Strategic Account Director, Retail New Business, and create and close durable net-new business in large retail and consumer brands.</p>\n<p>You&#39;ll build trusted relationships with executive buyers, connect their priorities to Zendesk&#39;s service and AI solutions, and guide complex opportunities from first conversation through close.</p>\n<p><strong>Responsibilities</strong></p>\n<ul>\n<li>Build and manage qualified pipeline through targeted prospecting, inbound opportunities, partner relationships, and territory planning.</li>\n<li>Lead complex sales from discovery and qualification through business case, proposal, negotiation, and close.</li>\n<li>Connect customer goals and service challenges to a credible Zendesk platform and AI solution, with measurable outcomes.</li>\n<li>Build relationships across executive, business, technical, finance, security, and procurement teams.</li>\n<li>Own pursuit strategy, deal progression, and commercial decisions within approved guidelines.</li>\n<li>Bring together Solution Engineers, Product Specialists, Marketing, SDR/BDR teams, partners, and leaders to advance opportunities.</li>\n<li>Maintain accurate CRM records and forecasts, surface risks early, and keep buyers aligned on next steps.</li>\n<li>Document customer goals, commitments, and success conditions to support a smooth handoff and share market insights with internal teams.</li>\n</ul>\n<p><strong>Requirements</strong></p>\n<ul>\n<li>Typically 12+ years of related experience, with demonstrated success in complex retail software sales.</li>\n<li>A record of owning new-business opportunities and delivering measurable commercial outcomes, such as quota attainment, new ARR, or equivalent growth results.</li>\n<li>Experience with prospecting, value-based discovery, executive engagement, and complex deal ownership.</li>\n<li>Ability to discuss AI, automation, and platform value credibly, and to involve specialists when deeper technical expertise is needed.</li>\n<li>Equivalent practical experience is welcome; no specific degree is required.</li>\n</ul>\n<p><strong>Preferred Qualifications</strong></p>\n<ul>\n<li>Repeated success closing large, complex net-new enterprise deals.</li>\n<li>Experience creating demand and shaping account or market strategy for high-value prospects.</li>\n<li>Strength in ROI storytelling, competitive positioning, and guiding multi-stakeholder buying decisions.</li>\n<li>Experience partnering with channel or ecosystem partners and cross-functional sales teams.</li>\n<li>Familiarity with service operations, customer experience, or AI-enabled business transformation.</li>\n</ul>\n<p><strong>What Makes This Role Distinctive</strong></p>\n<p>You&#39;ll help enterprise customers turn service challenges into a clear case for change. The role combines disciplined new-business selling with the judgment to make an AI-powered future state credible to executive buyers.</p>","enriched_at":1793609332093},{"id":"job_f2c9f96d-49d","title":"Sales Development Representative","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-Mexico-City-Mexico/Sales-Development-Representative_R35173-1","location":"Mexico City, Mexico City","job_type":"full-time","experience_level":null,"work_arrangement":"remote","category":"Sales","description":"<p>We are looking for exceptional sales talent to join our Sales Development team in Mexico City, driving new business and delivering on strategy for the LATAM region. As a Sales Development Representative, you will be a key team member, managing a high volume of hot inbound leads, qualifying high-value opportunities, and using excellent communication skills to upsell and cross-sell.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Drive new business and deliver on strategy for your region</li>\n<li>Manage a high volume of hot inbound leads in our CRM to qualify high-value opportunities</li>\n<li>Use excellent communication skills to upsell and cross-sell before passing it on to our Account Executives</li>\n<li>Show creativity and flourish in a Zen environment, finding new and better ways to work</li>\n<li>Be motivated to overachieve on targets and metrics</li>\n<li>Be the face of the brand, 100% focused on building an outstanding customer experience</li>\n<li>Learn everything you can to pave the way for your Sales career trajectory</li>\n<li>Focus on building a great team environment for a fun and energetic atmosphere</li>\n</ul>\n<p>Requirements:</p>\n<ul>\n<li>Passion to kick-start or continue a career in consultative sales</li>\n<li>Experience in Sales a bonus but not essential if you have a Bachelor’s or Master’s degree</li>\n<li>Business experience (SaaS sales preferred / business internship), and examples of being customer centric and curious</li>\n<li>A “Can Do” / “Winner” attitude, with a hunger and ‘self-starter’ commitment to overachieve and succeed</li>\n<li>Excellent written and verbal communication skills</li>\n<li>Proficient in English</li>\n</ul>","enriched_at":1793609313455},{"id":"job_9c33a3c2-253","title":"Enterprise Account Executive","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-New-South-Wales-Australia/Enterprise-Account-Executive---NSW_R35417","location":"Remote, New South Wales, Australia","job_type":"full-time","experience_level":"executive","work_arrangement":"remote","category":"Sales","description":"<p>At Zendesk, we&#39;re on a mission to power exceptional service for every person on the planet. We&#39;re not just managing interactions; we&#39;re building the next-generation, autonomous service workforce that companies can rely on. We believe that behind every customer interaction lies an opportunity to deliver a better experience.</p>\n<p>We are looking for an Enterprise Account Executive who is passionate about service and AI, loves deep relationship-building, and wants to help government organisations and Non profits transform their customer &amp; employee service. This isn&#39;t just about closing deals, it&#39;s about partnering with agencies, businesses to architect the future of AI-driven support.</p>\n<p><strong>Your role</strong> As an Enterprise Account Executive, you won&#39;t just manage a territory, you will own it like a business owner. Here is what you&#39;ll achieve:</p>\n<ul>\n<li>Drive Strategic Growth: Partner with new and existing Australian government agencies, departments, to introduce our AI service platform that solve their biggest challenges across customer service and employee service.</li>\n<li>Own Complex Sales Cycles: Lead sophisticated, value-first sales motions from Prospecting and Proof of Concept (PoC) all the way to negotiating and closing impactful, multi-year deals.</li>\n<li>Be a Trusted C-Suite Advisor: Establish deep, consultative relationships with VP and C-level executives, aligning Zendesk&#39;s Resolution Platform with their overarching business goals.</li>\n<li>Collaborate &amp; Execute: Work with internal product, engineering, and leadership teams to optimise sales execution while utilising modern tools (like Salesforce, Clari, and internal AI tools) to deliver predictable results.</li>\n</ul>\n<p><strong>Who You Are</strong> We know that great talent comes from all walks of life. If you bring the following core strengths, we want to talk to you:</p>\n<ul>\n<li>Enterprise Track Record: You have 8+ years of experience in B2B cloud/software sales or solution engineering, with a proven history of navigating complex sales cycles and hitting your goals.</li>\n<li>A Consultative Storyteller: You excel at presenting high-value business cases, negotiating complex agreements, and translating technical capabilities into strategic business value.</li>\n<li>Understand SaaS &amp; AI business models: Significant understanding of how to enable customer outcomes and subsequently drive revenue in a consumption tied to outcome era of software sales.</li>\n<li>Building Relationships: You embody traits such as integrity, empathy, resilience and have honed your business acumen over the years that helps you build lasting trust with your customers.</li>\n</ul>\n<p><strong>Benefits</strong> Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.</p>","enriched_at":1793609299152},{"id":"job_2f90143a-206","title":"Commercial Account Executive","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/London-United-Kingdom/Senior-Commercial-Account-Executive_R35644","location":"London","job_type":"full-time","experience_level":"senior","work_arrangement":"hybrid","category":"Sales","description":"<p>Join Zendesk as a Commercial Account Executive, driving growth and value for customers through AI-powered CX and EX solutions.</p>\n<p>You will play a vital role in growing existing relationships with key accounts and building new ones in the Commercial space.</p>\n<p><strong>The Impact: What You&#39;ll Actually Do</strong> As part of our Commercial team, you won&#39;t just be closing deals, you&#39;ll be a trusted partner helping businesses revolutionise how they engage with their customers and employees.</p>\n<p>Responsibilities:</p>\n<ul>\n<li>Drive Growth &amp; Value: Spearhead new customer acquisition and expand existing partnerships across the Commercial segment.</li>\n<li>Lead Complex, Value-centric sales Cycles: including multi-month deals with proof of concept stages, particularly with customers generating significant revenue.</li>\n<li>Champion AI Innovation: Help business leaders demystify Generative AI, automation, and intelligent workflows, translating complex tech into tangible ROI.</li>\n<li>Build Meaningful Relationships: Connect with VP and C-level decision-makers, navigating consultative, multi-stakeholder sales cycles with empathy and insight.</li>\n<li>Master Your Territory: Craft and execute strategic territory plans, using data-driven insights to build a strong, high-converting pipeline.</li>\n<li>Collaborate to Win: Partner closely with Solution Engineers, Marketing, Customer Success, and leadership to deliver seamless outcomes for our clients.</li>\n<li>Share Your Vision: Understand and convey the benefits of Zendesk products, aligning them with customers&#39; business objectives to ensure customer satisfaction and product expansion.</li>\n<li>Report &amp; Attain: Provide accurate weekly, monthly, and quarterly forecasts, and exceed quarterly and annual revenue goals.</li>\n</ul>\n<p><strong>Who You Are (Skills &amp; Mindset)</strong> We know that experience comes in many forms. If you bring a growth mindset, curiosity for AI, and a passion for sales, you&#39;ll fit right in.</p>\n<p>Requirements:</p>\n<ul>\n<li>Education: BA/BS degree or equivalent experience required.</li>\n<li>B2B SaaS Sales Experience: Proven track record in B2B SaaS / AI sales (ideally mid-market or complex deal cycles) with a history of hitting or exceeding your goals.</li>\n<li>Consultative Approach: Outstanding communication, negotiation, and presentation skills, you know how to ask the right questions and build trust with senior leaders.</li>\n<li>Strategic Planning &amp; Execution: Strong presentation, negotiation, and deal closing skills. Self-starter for conducting account research, prospecting, and customer outreach skills. Experience creating and leveraging territory plans.</li>\n<li>AI &amp; Tech Enthusiasm: A genuine interest in how AI is transforming customer experience, with the ability to explain value clearly to non-technical audiences.</li>\n<li>Ownership &amp; Curiosity: An entrepreneurial spirit, proactive problem-solving skills, and a desire to continuously learn and grow.</li>\n<li>Flexibility: Willingness to travel to customer locations as needed to build strong in-person relationships.</li>\n</ul>\n<p><strong>Benefits</strong> Zendesk offers a fulfilling and inclusive experience, with a hybrid way of working, enabling employees to purposefully come together in person and work remotely.</p>","enriched_at":1793609279292},{"id":"job_fda46e42-42c","title":"Senior Partner Sales Executive","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Remote-France/Principal-Partner-Sales-Executive_R35684","location":"Remote, France","job_type":"full-time","experience_level":"senior","work_arrangement":"remote","category":"Sales","description":"<p>Join Zendesk as a Senior Partner Sales Executive to drive partner-led growth across EMEA and APAC, focusing on Contact Center as a Service (CCaaS). You&#39;ll recruit and scale strategic partners, execute regional partner GTM motions, and enable partners to deliver AI-enabled Zendesk contact center solutions.</p>\n<p><strong>What you&#39;ll be doing</strong></p>\n<ul>\n<li>Execute the partner-sourced and partner-influenced revenue plan for CCaaS across EMEA and APAC</li>\n<li>Recruit, onboard, and scale a portfolio of CCaaS partners</li>\n<li>Build partner capabilities across contact center transformation, voice, AI, automation, and customer experience solutions</li>\n<li>Lead co-sell motions and mid-to-large commercial CCaaS opportunities with partners</li>\n<li>Enable partners to commercialize Zendesk CCaaS and AI solutions</li>\n<li>Communicate Zendesk&#39;s AI and CCaaS strategy to partners and customers</li>\n<li>Maintain partner pipeline health, forecast accuracy, and regular performance reviews</li>\n<li>Collaborate with regional Sales, Marketing, Product, Solutions Consulting, and Customer Success teams</li>\n<li>Share regional and partner feedback with Product and Engineering</li>\n</ul>\n<p><strong>What you bring to the role</strong></p>\n<ul>\n<li>8+ years in partner/channel sales, alliance management, or partner GTM roles in SaaS/software</li>\n<li>Demonstrated success recruiting and growing partners and driving partner-influenced revenue</li>\n<li>Experience managing commercial negotiations and leading partner-led CCaaS opportunities</li>\n<li>Strong understanding of the contact center ecosystem</li>\n<li>AI fluency and ability to explain Zendesk&#39;s AI value proposition</li>\n<li>Strong communication and presentation skills</li>\n<li>Comfortable working across multiple countries, cultures, and time zones</li>\n</ul>\n<p><strong>Basic Qualifications</strong></p>\n<ul>\n<li>8+ years in partner/channel sales, alliance management, or partner GTM roles within SaaS/software</li>\n<li>Demonstrable experience recruiting and scaling partners and driving partner-influenced revenue</li>\n<li>Experience closing or influencing partner-led CCaaS deals</li>\n<li>Experience influencing cross-functional internal teams</li>\n<li>Practical AI fluency</li>\n</ul>\n<p><strong>Preferred Qualifications</strong></p>\n<ul>\n<li>Experience operating across EMEA and APAC markets</li>\n<li>Experience with CCaaS, contact center transformation, customer experience, CRM, voice, or workforce engagement solutions</li>\n<li>Prior experience packaging partner-ready offerings or service-led plays</li>\n<li>Experience with co-funded partner marketing programs and measuring partner ROI</li>\n<li>Exposure to commercializing AI/ML capabilities through partners</li>\n<li>Fluency in one or more additional EMEA or APAC languages</li>\n</ul>","enriched_at":1793609261640},{"id":"job_800a7e8f-a82","title":"Senior Staff Frontend Engineer, Admin Experience","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Pune-India/Senior-Staff-Software-Engineer_R35734","location":"Pune","job_type":"full-time","experience_level":"senior","work_arrangement":"hybrid","category":"Engineering","description":"<p>Zendesk is transforming the way businesses build meaningful customer relationships. Our products help organisations deliver exceptional customer and employee experiences at scale, and our Admin Experience is central to how customers configure, manage, and get value from the Zendesk platform.</p>\n<p>We are looking for a Senior Staff Frontend Engineer to help bring Zendesk’s Admin Experience vision to life for an AI-first future. This is a high-impact technical leadership role for someone who combines deep frontend expertise with product thinking, system design, and strong cross-functional leadership.</p>\n<h4>What You’ll Do</h4>\n<ul>\n<li>Translate the Admin Experience vision into a clear end-to-end strategy focused on the frontend, architecture, roadmap, and execution plan.</li>\n<li>Lead major initiatives across teams and product areas while remaining hands-on with writing code.</li>\n<li>Partner with Product and Design to deliver intuitive, scalable, and cohesive experiences for Zendesk admins.</li>\n<li>Establish reusable frontend patterns, components, and platform capabilities that improve consistency and accelerate delivery.</li>\n<li>Identify technical risks, dependencies, and tradeoffs while balancing near-term priorities with long-term maintainability.</li>\n<li>Advance performance, accessibility, reliability, testing, observability, and developer experience.</li>\n<li>Build and maintain scalable, unified CI/CD pipelines (Jenkins, GitHub Actions, Spinnaker) for Admin Experience and Agent Workspace to improve delivery speed and reliability.</li>\n<li>Drive developer productivity by optimising build systems, testing infrastructure (PlayWright), and local development tooling.</li>\n<li>Mentor engineers and raise the engineering bar through technical guidance, design reviews, and 1-1 coaching.</li>\n</ul>\n<h4>What You Bring to the Role</h4>\n<ul>\n<li>15+ years of software engineering experience, with deep expertise in frontend product development.</li>\n<li>Proven success delivering complex, enterprise-scale UI initiatives.</li>\n<li>Strong proficiency in Javascript or TypeScript, React, modern web standards, GraphQL, API integration, and frontend architecture.</li>\n<li>Deep knowledge of frontend best practices, including accessibility, performance, testing, and reliability.</li>\n<li>Ability to translate ambiguous product goals into pragmatic execution plans.</li>\n<li>Experience leading cross-functional initiatives from discovery through to delivery.</li>\n<li>Ability to influence without direct authority, align teams, and communicate effectively with senior leaders.</li>\n<li>Experience collaborating with globally distributed teams.</li>\n</ul>\n<h4>Nice to Have</h4>\n<ul>\n<li>Experience leading major transformations or redesigns of existing user experiences, particularly to make them AI-first.</li>\n<li>Experience building enterprise SaaS products, configuration tools, or complex operational experiences.</li>\n<li>Familiarity with AI interaction patterns, including agents, recommendations, automation, conversational interfaces, and human-in-the-loop workflows.</li>\n</ul>\n<p>Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.</p>\n<p>Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.</p>","enriched_at":1793609241864},{"id":"job_a2a8ecac-b14","title":"EMEA Tax Manager","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Dublin-Ireland/EMEA-Tax-Manager_R35762","location":"Dublin","job_type":"full-time","experience_level":"senior","work_arrangement":"hybrid","category":"Finance","description":"<p>Join Zendesk as an EMEA Tax Manager to help run and scale the regional tax function. You will ensure strong tax compliance, reporting, governance, and planning across EMEA.</p>\n<p><strong>Responsibilities:</strong></p>\n<ul>\n<li>Lead EMEA corporate tax compliance, reporting, and governance</li>\n<li>Manage R&amp;D tax-credit claims in Ireland, Poland, and Portugal</li>\n<li>Lead regional tax-accounting activities, including provision inputs and cash-tax planning</li>\n<li>Monitor the Group&#39;s transfer-pricing framework across EMEA</li>\n<li>Support EMEA Pillar Two, Country-by-Country Reporting, and public CbCR processes</li>\n<li>Lead the response to tax authority enquiries and manage the tax audit process</li>\n<li>Review and lead workstreams relating to indirect tax matters</li>\n<li>Lead tax workstreams for acquisitions, entity restructurings, and other strategic projects</li>\n<li>Strengthen tax controls, documentation, data quality, and operational processes</li>\n</ul>\n<p><strong>Requirements:</strong></p>\n<ul>\n<li>7+ years of corporate or international tax experience</li>\n<li>AITI/CTA qualification or equivalent professional tax qualification</li>\n<li>Experience managing multi-country EMEA tax workstreams and external advisers</li>\n<li>Strong working knowledge of Irish taxes</li>\n<li>Collaborative approach and ability to build trusted partnerships with senior stakeholders</li>\n<li>Strong analytical, spreadsheet, and financial-systems skills</li>\n<li>Comfort using AI-enabled tools and automation</li>\n</ul>\n<p><strong>Benefits:</strong></p>\n<ul>\n<li>Hybrid way of working</li>\n<li>Flexible work arrangements</li>\n<li>Commitment to fairness and transparency</li>\n</ul>\n<p>#LI-KS6</p>","enriched_at":1793609219453},{"id":"job_eb1e8db7-b2a","title":"Senior Director, Technical Support","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Madison-Wisconsin-United-States-of-America/Senior-Director--Technical-Support_R35756","location":"Madison, Wisconsin, Wisconsin","job_type":"full-time","experience_level":"executive","work_arrangement":"hybrid","category":"Customer Service","description":"<p>We are seeking an experienced, strategic Senior Director to lead our Technical Support organization, covering tickets that reach human agents post our AI tier.</p>\n<p>This leader will set the operating strategy, develop a strong technical leadership team, and ensure customers receive reliable, high-quality technical resolution while driving operational efficiency and scalability across our support systems.</p>\n<p>Crucially, this role will lead the evolution and transition of human support agents into a proactive workforce closely aligned with our AI teams, driving pivotal cultural and operational change across the organization.</p>\n<h3>Key Responsibilities</h3>\n<ul>\n<li>Set the strategy and operating model for Technical support, translating company priorities into clear plans, outcomes, and accountabilities.</li>\n<li>Lead and develop a multi-layered organization through managers and directors; build a culture of trust, high performance, inclusion, and continuous learning.</li>\n<li>Own service performance across customer segments and channels, leveraging AI-driven tools and automation alongside human expertise to balance responsiveness, technical quality, proactive customer outcomes, and efficient use of resources.</li>\n<li>Define and evolve the measures that show Technical support’s value and health, including customer experience, resolution quality, service levels, capacity, and business impact.</li>\n<li>Partner with Sales, Customer Success, Product, Engineering, and Finance to align coverage and service commitments with customer needs, commercial strategy, and product priorities.</li>\n<li>Establish scalable global capacity planning, forecasting, staffing, and escalation models that support predictable coverage and responsible resource allocation.</li>\n<li>Guide the design and evolution of Technical support offerings, ensuring service commitments are clear, deliverable, and differentiated for the customers they serve.</li>\n<li>Use customer and operational insights to identify systemic product or process issues, influence prioritization, and improve outcomes across the company.</li>\n<li>Communicate performance, risks, investment needs, and opportunities to executive leadership with clear recommendations and options.</li>\n<li>Lead organizational change and continuous improvement, ensuring growth does not compromise employee experience or customer trust.</li>\n<li>Represent the customer and support organization in senior-level discussions, including complex escalations and strategic customer reviews.</li>\n<li>Stay current on support, SaaS, AI integration, and service-delivery practices, applying relevant insights and modern AI tools to enhance the organization’s operational strategy.</li>\n<li>Lead the cultural and operational transition of human support agents into a proactive, AI-aligned workforce, partnering closely with AI teams to reshape workflows and modern service delivery.</li>\n<li>Develop a deep understanding of workforce management and act as a key interlock to align staffing strategies with operational demand.</li>\n<li>Champion knowledge management practices and serve as an interlock across teams to ensure continuous sharing and capture of support insights.</li>\n<li>Evolve the human support workforce from a purely reactive model into a proactive organization, partnering closely with AI development and product teams to drive strategic change, refine human-AI workflows, and optimize service delivery.</li>\n</ul>\n<h3>Candidate Profile</h3>\n<ul>\n<li>Extensive leadership experience (15+ years) in technical support, customer support, or service delivery within a high-growth SaaS or enterprise technology company.</li>\n<li>Proven track record as a senior executive leading leaders and scaling massive, complex global organizations through major growth phases and strategic transformations.</li>\n<li>Demonstrated success in setting long-term enterprise vision and translating strategy into high-impact operating plans and measurable business outcomes.</li>\n<li>Strong understanding of support operations, customer experience, capacity planning, service-level management, and performance metrics.</li>\n<li>Experience partnering across Sales, Customer Success, Product, Engineering, and Finance, including with senior executives.</li>\n<li>Deep commercial acumen and executive judgment to balance global customer commitments, premium service quality, workforce dynamics, and multi-million dollar operating budgets.</li>\n<li>Excellent communication, executive presence, and stakeholder-management skills, including the ability to explain trade-offs and recommend a path forward.</li>\n<li>Strong people leadership, talent development, and organizational design capabilities.</li>\n<li>Ability to lead distributed teams across regions and work effectively across time zones; flexibility may be needed for critical customer or business needs.</li>\n<li>Bachelor’s degree or equivalent practical experience; advanced degree is a plus.</li>\n<li>Strong expertise and proven experience in integrating AI and automation into technical support operations, with a track record of driving cultural change and evolving agent roles toward proactive engagement.</li>\n<li>Strategic mindset and track record of evolving support organizations toward proactive service models and co-designing automated workflows with AI product teams.</li>\n</ul>\n<p>The US annualized base salary range for this position is $174,000.00-$260,000.00. This position may also be eligible for bonus, benefits, or related incentives.</p>","enriched_at":1793609202940},{"id":"job_29d6d5c2-029","title":"AI Services Consultant","source_url":"https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/So-Paulo-Brazil/AI-Services-Consultant_R35755","location":"São Paulo, Brazil","job_type":"full-time","experience_level":"senior","work_arrangement":"hybrid","category":"Consulting","description":"<p>Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change , we lead it. Our Professional Services team is revolutionizing how we help our customers implement and adopt AI by building an AI Delivery team and methodology. As the technical and product expert for our AI-powered Resolution Platform, the AI Services Consultant role is integral to delivering quick time to value while guiding our customers through their configuration and optimization.</p>\n<p>As an AI Services Consultant at Zendesk, your mission is to provide technical solutions and remove roadblocks for your customers to drive resolutions on our AI Platform. You will act as a technical expert and trusted advisor, guiding customers through complex configurations with agility and precision. Your strong consulting skills and project management expertise will ensure seamless integration and optimization of AI solutions, driving transformative business outcomes.</p>\n<p><strong>Overarching Objective For The Role:</strong></p>\n<ul>\n<li>Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scale.</li>\n</ul>\n<ul>\n<li>Be the customer’s AI technical expert. Turn goals into the right configuration, integrations, and design choices, and remove blockers fast.</li>\n</ul>\n<ul>\n<li>Lead smooth, on-time delivery. Run projects end-to-end with clear scope, timelines, and stakeholder alignment to deliver reliably.</li>\n</ul>\n<p><strong>How You’ll Make an Impact</strong></p>\n<p><strong>Strategic Accountabilities</strong></p>\n<ul>\n<li>Provide expert advice on the implementation and optimization of Zendesk AI products, ensuring customers leverage the full capabilities of the technology to meet their business goals.</li>\n</ul>\n<ul>\n<li>Facilitate change management processes and deliver consultative sessions to ensure smooth adoption and integration of AI solutions within customer organizations.</li>\n</ul>\n<ul>\n<li>Accountable for the timely and successful delivery of AI projects, meeting or exceeding customer expectations and maintaining high standards of quality.</li>\n</ul>\n<ul>\n<li>Maintain high levels of customer satisfaction, contributing to customer retention and potential upsell opportunities.</li>\n</ul>\n<ul>\n<li>Work closely with internal teams, including Customer Success and Sales, to ensure alignment on the customer’s AI Roadmap and address any technical challenges that would block the customer from adopting AI.</li>\n</ul>\n<ul>\n<li>Ensure that AI solutions are effectively aligned with customer business goals, resulting in measurable improvements in customer experience and AI Adoption.</li>\n</ul>\n<p><strong>What You’ll Need to Succeed</strong></p>\n<p><strong>Strategic Skills &amp; Expertise</strong></p>\n<ul>\n<li>Strong consulting skills with the ability to assess client needs, develop strategic solutions, and provide expert guidance throughout the project lifecycle.</li>\n</ul>\n<ul>\n<li>Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.</li>\n</ul>\n<ul>\n<li>Oversee the planning, execution, and delivery of AI projects, ensuring they are completed on time, within scope, and meet quality standards.</li>\n</ul>\n<ul>\n<li>Deep understanding of AI technologies, particularly Zendesk AI products, with the ability to implement and optimize these solutions effectively.</li>\n</ul>\n<ul>\n<li>Ability to work effectively in diverse and dynamic environments, adapting to changing client needs and industry trends.</li>\n</ul>\n<ul>\n<li>Strong analytical and problem-solving skills, with the ability to identify challenges and develop innovative solutions.</li>\n</ul>\n<ul>\n<li>Commitment to staying updated on the latest AI trends and advancements, ensuring the delivery of cutting-edge solutions to clients.</li>\n</ul>\n<p><strong>Qualifications</strong></p>\n<ul>\n<li>Must have a minimum of 5+ years of related experience in Consulting / Professional Services.</li>\n</ul>\n<ul>\n<li>Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS , either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting.</li>\n</ul>\n<ul>\n<li>Demonstrated experience in using adoption and health analytics to build predictive models and forecasts for churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth.</li>\n</ul>\n<ul>\n<li>Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes.</li>\n</ul>\n<ul>\n<li>Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred.</li>\n</ul>\n<ul>\n<li>Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.</li>\n</ul>\n<ul>\n<li>Certifications in AI strategy or project management preferred.</li>\n</ul>\n<ul>\n<li>Excellent program management and cross-functional influence skills.</li>\n</ul>\n<ul>\n<li>Familiarity with emerging AI trends is a plus.</li>\n</ul>\n<ul>\n<li>Ability to distill complex AI concepts for 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