Description
Join Zendesk as a Principal Customer Architect, helping enterprise customers adopt AI Resolution Platform.
You'll shape technical adoption strategies, guide customers through AI-enabled change, and help them achieve measurable business outcomes.
Responsibilities:
- Lead technical adoption roadmaps for strategic customers
- Build account technology plans covering architecture, Zendesk usage, and adoption opportunities
- Diagnose barriers and develop prioritized actions
- Guide customers through AI and platform adoption with repeatable playbooks
- Lead technical discovery and propose tangible outcomes
- Coordinate specialists around shared customer outcomes
- Share technical evidence supporting adoption and track progress
Requirements:
- Strong technical judgment across SaaS configuration, integrations, APIs, and AI automation
- Ability to lead structured discovery and explain complex technical ideas in clear business language
- Experience using adoption plans, maturity assessments, and stakeholder alignment
- Good solution-scoping judgment and comfort with light demos and standard configuration
- Proactive and calm approach to ambiguous customer challenges
- AI-literate approach to work, considering data, security, oversight, and measurement
Basic Qualifications:
- Typically 12+ years of experience in complex customer-facing technical transformation or a related field
- Experience owning technical adoption or transformation outcomes with enterprise customers
- Demonstrated ability to lead technical discovery and recommend practical solutions
- Track record of influencing senior stakeholders and coordinating cross-functional teams
Preferred Qualifications:
- Experience with customer service, CX platforms, AI agents, or workflow automation
- Experience designing productized pilots or repeatable customer playbooks
- Familiarity with regulated environments or advanced AI automation
- Experience turning customer adoption patterns into scalable methods
Compensation:
The US annualized OTE range for this position is $210,000 - $320,000 with a base/commission pay mix.
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