Zendesk

Lead a global program to implement AI-driven workflows that enhance Customer Success operations and outcomes. | Extensive experience in Customer Success, program management, and AI-enabled tools, with proven leadership in global initiatives. | Job Description Role Summary The Principal Customer Experience is responsible for identifying, designing, and operationalizing AI-driven improvements that materially increase Customer Success Manager productivity, reduce administrative overhead, and unlock more high-value customer engagement. This role leads a global, cross-functional program that leverages existing systems, data, and emerging AI capabilities to rapidly experiment, validate, and scale solutions that improve how Customer Success delivers value. This role acts as a strategic partner to Customer Success leadership, Product Operations, Data & Analytics, and Technology teams to embed intelligent workflows, insights, and automation into daily CS execution. This is a high-impact transformation role with global scope, focused on action, measurable outcomes, and adoption at scale. Key Responsibilities 1. AI-Enabled CSM Efficiency & Workflow Automation • Identify high-volume, low-leverage CS workflows suitable for AI automation or augmentation • Partner with Technology, Product Ops, and Analytics teams to design and deploy AI-driven capabilities including summaries, action recommendations, predictive insights, and automated preparation • Integrate AI capabilities into the existing CS tool stack to eliminate administrative friction 2. Global CS Efficiency Program Leadership • Own a global program charter with clear workstreams, milestones, governance, and operating cadence • Prioritize initiatives based on ROI, CSM time savings, adoption impact, and customer value • Define and track program KPIs, dashboards, and success metrics 3. Experimentation, Validation, and Scale • Run rapid pilots with global CSM cohorts • Gather quantitative and qualitative feedback to validate effectiveness • Iterate quickly, sunset low-impact ideas, and transition proven solutions into scaled operations • Partner with Enablement and Ops to ensure adoption and behavior change 4. Data-Driven Insights & CSM Prioritization • Collaborate with Analytics and CS Ops to deliver insights that help CSMs prioritize customer engagement • Develop next-best-action recommendations, predictive health signals, and opportunity indicators • Improve consistency and quality of decision-making across the CS organization 5. Cross-Functional Partnership & Stakeholder Alignment • Serve as the connective tissue across CS, CS Ops, Product, Engineering, RevOps, and AI teams • Influence without authority to align priorities, timelines, and outcomes • Represent CS workflows and requirements in internal AI strategy discussions 6. Global Enablement & Adoption • Partner with CS Enablement to develop playbooks, training, and communications for AI-powered workflows • Drive consistent adoption across regions while accounting for local nuance • Establish continuous feedback loops to inform improvement 7. Change Leadership & Thought Partnership • Evangelize the value of AI within Customer Success • Build a culture of experimentation, learning, and data-driven execution • Provide thought leadership on the evolving role of AI in Customer Success delivery Key Performance Indicators (KPIs) Success will be measured through: • Increase in customer-facing time • Adoption and sustained usage of AI-enabled workflows • Time-to-value from pilot to scaled rollout • Accuracy and actionability of insights delivered to CSMs • Improvement in renewal likelihood, expansion identification, and customer health signals • CSM satisfaction and feedback on new tools and workflows Required Experience & Qualifications Experience • 10+ years in Customer Success, CS Operations, Digital CS, Program Management, or adjacent roles • Proven experience leading global programs or transformation initiatives • Demonstrated exposure and hands-on work to AI-enabled tools, workflow automation, or CS platform integrations • Strong understanding of core CS motions including onboarding, adoption, value realization, risk management, and renewals • Demonstrated ability to influence cross-functional teams in a matrixed organization Skills • Program management excellence with a bias toward execution • Strong working knowledge of AI concepts, automation, and data-driven workflows • Ability to translate business problems into scalable, AI-enabled solutions • Exceptional communication and storytelling skills • Analytical mindset with strong data literacy Leadership Competencies • Influence without authority • Strategic problem solving • Change leadership and adoption mindset • Customer-centric thinking • Execution discipline Global Scope • Acts as a global leader across all regions • Balances consistency with regional nuance • Engages global CSM cohorts for pilots, feedback, and rollout Title & Reporting Title: Director/Principal, Customer Experience Reporting to: VP Global CS & OCCO The US annualized base salary range for this position is $178,000.00-$266,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Drive revenue growth by acquiring new enterprise clients, managing key relationships, and closing complex multi-month deals. | Minimum 8 years in cloud/software B2B sales, proven quota achievement, experience with enterprise organizations, and ability to navigate complex sales processes. | Job Description Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating our ambition by building products rooted in the belief that behind every interaction is an opportunity to make a human connection. To achieve this, we're in search of a successful Enterprise Account Executive with a proven track record in B2B sales and a passion for driving growth within the SaaS space. You will play a vital role in growing our Enterprise account base. Your focus will be on building relationships and introducing innovative solutions to new customers, in addition to growing our existing partnerships by continuing to expand our offerings and deepen Zendesk's impact. What You'll Be Doing: • Directly drive top-line revenue growth by acquiring new Enterprise customers and developing strategies to penetrate top tier accounts. • Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability. • Manage and nurture key customer relationships to ensure maximum satisfaction and retention, fostering long-term strategic partnerships. • Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients. • Create quarterly territory plans, developing strategies and actionable tactics to increase our market share in the Enterprise sector. • Demonstrate a strong understanding of Zendesk products and align them with clients’ business objectives to secure product expansion and customer satisfaction. • Lead complex, value-centric sales cycles, including multi-month deals with proof of concept stages, particularly with customers generating significant revenue. • Consistently develop a robust pipeline of qualified opportunities and maintain an accurate sales forecast to exceed quarterly and annual revenue goals. • Establish and maintain C-level executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions. • Collaborate effectively with internal teams and leadership to optimize sales strategies and drive sales execution. • Negotiate and close complex deals, leveraging a consultative approach, utilizing your exceptional communication skills to present compelling business cases and value propositions. • Maintain thorough knowledge of Zendesk solutions, staying current with competitive landscape and industry trends. What You Bring to the Role: • BA/BS degree or equivalent experience required. • Experience in cloud/software B2B sales or solution engineering, with a minimum of 8 years of experience and a proven track record of exceeding sales targets. • Strong, consistent track record of achieving targets & quota achievement in 2 of the last 3 years; President’s club membership is a plus. • Expertise in navigating complex sales cycles and renewals, including multi-month, value-centric processes with proof of concept stages. • Experience in managing customer relationships with organizations generating revenues $1B billion+. • A history of successfully selling to VP and C-level executives in Enterprise accounts. • Outstanding presentation, negotiation, and deal-closing abilities. • Experience creating and leveraging territory and account plans. • An entrepreneurial spirit, a collaborative mindset, and a drive for personal and professional growth. • Demonstrated industry experience, with the ability to navigate industry trends and dynamics and build relationships with key decision-makers and champions. • Familiarity with key Sales tools such as Salesforce, Outreach, Clari, Seismic and Looker. • Ability to travel to customer locations. The US annualized OTE (On Target Earnings) range for this position is $283,000.00-$425,000.00 with a pay mix of 50/50 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and oversee a global team of Technical Architects to deliver complex cloud-based contact center solutions, ensuring technical quality and operational excellence. | Minimum 6+ years in consulting or programming, 2+ years in leadership, hands-on experience with AWS, programming skills in Python/Node.js, and contact center integration expertise. | Job Description As the Manager of Technical Architecture, you will lead a global team of Technical Architects (TAs) responsible for designing and delivering high-complexity, customized solutions for Zendesk’s most strategic customers. You will be responsible for the professional growth of your team, the technical quality of their deliverables, and the overall success of Zendesk Contact Center implementations. You will balance people management with high-level technical oversight, ensuring that your team effectively translates complex business objectives into scalable cloud architectures. Responsibilities People Leadership & Mentorship: • Manage a global team of Technical Architects, providing regular coaching, performance feedback, and career development. • Mentor the team on best practices for AWS environment deployment, contact center logic, and coding standards in Python and Node.js. • Handle high-profile customer escalations with confidence, supporting your TAs in resolving complex technical or project-related issues. • Resource Planning: Collaborate with leadership to assign TAs to projects based on expertise and bandwidth, ensuring the team can manage multiple concurrent engagements. Technical Oversight & Quality Assurance • Govern Technical Delivery: Oversee the end-to-end technical delivery of implementation projects, ensuring global consistency in how solutions are documented and executed. • Standardize Documentation: Review and approve Technical Design Documents (TDD) and Custom App Specifications produced by the team to ensure they meet Zendesk’s high standards for scalability and efficiency. • Architectural Guidance: Serve as the final point of escalation for complex design decisions involving Amazon Connect, Lex, Lambda, DynamoDB, and other AWS services. Cross-Functional Collaboration • Internal Partnering: Work closely with Engagement Managers, Services Consultants, and Solution Architects to serve as the lead technical voice within the Professional Services organization. • Product Advocacy: Identify product limitations discovered during implementations and collaborate with the Product and Engineering teams to recommend enhancements based on global market demands. • Pre-Sales Support: Assist the sales organization by reviewing technical solutions and estimates for prospective customers to ensure they are viable and accurately scoped. Operational Excellence • Process Improvement: Identify opportunities to automate deployments and improve solution efficiency across the TA organization. • Knowledge Transfer: Lead global training sessions and handovers to ensure technical product expertise is maintained across the entire Zendesk product suite. • Executive Communication: Articulate complex technical strategies and roadmaps to diverse audiences, including executive-level decision-makers. Qualifications • Education: Bachelor’s Degree or equivalent experience. • Experience: * Minimum of 6+ years in consulting services or programming, with at least 2+ years in a formal leadership or management role. 3+ years of hands-on experience building, migrating, and deploying complex cloud-based solutions. • Technical Proficiency: * Expert knowledge of AWS environments and contact center integrations. Strong hands-on programming skills (Python, Node.js, or Java) and comfort with AWS Lambda. In-depth familiarity with RESTful APIs and SaaS application support. • Skills: * Proven ability to manage a team handling competing priorities across multiple global projects. Exceptional communication and analytical problem-solving abilities. A passion for building contact center solutions and a willingness to "get your hands dirty" alongside your team when necessary. The US annualized OTE (On Target Earnings) range for this position is $210,000.00-$316,000.00 with a pay mix of 80/20 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Develop and execute strategic sales plans, engage with senior decision-makers, and close complex deals in SaaS enterprise environments. | Requires 5+ years of enterprise SaaS sales experience, proven sales record, and ability to engage C-level executives. | Job Description: • Develop and execute strategic sales plans to achieve or exceed quota within assigned enterprise territories • Identify and engage with senior executives and key decision-makers to understand their business objectives and challenges • Present, negotiate, and close complex deals that deliver customer value and Zendesk revenue objectives • Collaborate cross-functionally with Customer Success, Solutions Engineering, Marketing, and Product teams to drive customer satisfaction and expansion • Maintain a robust AI sales pipeline and provide accurate forecasts to management • Stay informed on industry trends, competitive landscape, and Zendesk product offerings to position Zendesk as the preferred customer experience solution • Represent Zendesk at industry events, conferences, and client meetings to build brand awareness and relationships Requirements: • Bachelor’s degree or equivalent experience in Business, Marketing, or related fields • MBA is a plus • 5+ years of successful enterprise sales experience, preferably in SaaS or software solutions • Proven track record of consistently meeting or exceeding sales targets in complex sales cycles • Strong ability to engage and influence C-level executives and foster long-term partnerships • Excellent communication, presentation, and negotiation skills • Ability to thrive in a fast-paced, collaborative, and customer-centric environment • Familiarity with CRM tools (Salesforce preferred) and sales methodologies. Benefits: • Competitive compensation package with uncapped commission • Comprehensive benefits including health, wellness, and professional development programs

Design, configure, and implement Zendesk solutions for clients, oversee projects, and conduct training to optimize customer experience platforms. | Extensive hands-on Zendesk experience, strong understanding of customer support and CRM systems, proven consulting or customer success background, and willingness to travel. | Job Description Zendesk is seeking an exceptional Zendesk Consultant to become an integral part of our CX Accelerator Team. This pivotal role demands a deep expert in Zendesk products, capable of hands-on configuration and delivering innovative solutions within a startup-like, agile environment. The ideal candidate will demonstrate readiness and enthusiasm to work on client engagements for 4-6 weeks and be willing to travel where necessary for customer engagements. In this capacity, the Zendesk Consultant will play a crucial role in revolutionizing customer experiences through optimized Zendesk implementations. Whether your background is rooted in serving as an Assist Consultant, a Professional Services Consultant, or a tech-savvy Customer Success Manager, your customer-centric approach will be essential in completing each engagement, ensuring that clients are empowered and fully satisfied with their transformed Zendesk ecosystems. This role is perfect for someone passionate about transforming customer experiences and ready to take on the challenge of optimizing Zendesk implementations to impactfully transform customer operations and promises both personal and professional growth in a fast-paced and rewarding environment Key Responsibilities: Client Engagement and Consultation: Collaborate with clients to understand their customer experience objectives and Zendesk platform needs. Lead discovery sessions to identify pain points and opportunities for Zendesk optimization. Provide guidance and actionable insights to clients on best practices for utilizing Zendesk products. Hands-on Zendesk configuration: Design, configure, and implement solutions tailored to client requirements based on Zendesk out-of-the-box configurations Identify opportunities for integration of Zendesk with existing client systems and workflows Engage the necessary technical resources (e.g.: TA) to support any requirements the customer has for consulting on integrations and custom solutions Project Management: Oversee all phases of client engagements, from initial consultation through to solution delivery. Ensure projects are delivered on time, within scope, and meet client expectations. Communicate effectively with clients and internal teams, providing regular updates and addressing any issues that arise. Training and Enablement: Conduct training sessions and workshops for clients to empower them with the knowledge and skills to manage their Zendesk platforms effectively. Develop and deliver documentation and other resources to support client self-sufficiency. Continuous Improvement: Gather and analyze client feedback to drive ongoing product and service enhancements. Stay up-to-date with the latest Zendesk innovations and industry trends to inform client solutions. Travel and On-Site Engagements: Be willing to travel to client sites as needed to facilitate face-to-face engagements and deliver personalized service. Key Requirements: Technical Expertise: Extensive hands-on experience configuring Zendesk products with strong SME knowledge of WEM and/or AI Strong understanding of customer support operations and CRM systems. Experience: Proven track record in roles such as Zendesk Consultant, Professional Services Consultant, or tech-savvy Customer Success Manager. Experience working in an agile, startup-like environment is highly desirable. Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to articulate complex solutions to diverse audiences. Strong relationship-building skills and a customer-centric mindset. Problem-Solving Abilities: Demonstrated ability to think critically and creatively in solving complex client challenges. Strong analytical and troubleshooting skills. Flexibility and Adaptability: Experience of travelling for client engagements as needed Ability to adapt to changing client needs and work environments Why Work With Us? We are an exciting new team within Zendesk working in start-up mode, so you get to help build this new working environment with us! We are basing this team on kindness, collaboration, encouragement and support Our team thrives on helping customers adapt, so they can get value from an ever evolving product, in a dynamic market. This role has you in the centre of Zendesk, interacting with all of the different teams! We believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing. Zendesk is an equal opportunity employer committed to fostering an inclusive and diverse workforce The US annualized OTE (On Target Earnings) range for this position is $226,000.00-$338,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections. Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers. What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events. With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead and manage Zendesk's AI partner strategy, build relationships with AI platform vendors, and align AI product integration with business goals. | Extensive experience with GenAI platform vendors or managing technology partnerships, a technical or engineering background, and relevant leadership experience. | Job Description About the Role Zendesk is seeking a senior leader to take ownership of our AI Partner Strategy, ensuring Zendesk remains at the forefront of Generative AI and LLM innovation. This role will sit at the intersection of product, engineering, and business strategy, working closely with executive leadership to shape how Zendesk partners with the rapidly evolving AI ecosystem. You will build and manage deep technical and commercial relationships with leading AI platforms and technology partners, drive structured engagement models, and help Zendesk continuously adapt to a fast-changing AI landscape. Location - San Francisco, CA (Hybrid) This is a hybrid role based at our SF headquarters. You must be immersed in the local AI ecosystem to facilitate collaboration with our major GenAI platform partners and specialized ISV network. Role Scope • Take ownership of Zendesk's AI partner strategy, in close alignment with Zendesk's product, engineering and CTO leaders • Drive the development and ongoing management of programmatic engagement with the AI technology partner ecosystem (ISVs, Developers, hyperscalers). Continuously update Zendesk's understanding of the evolving AI ecosystem, including partner and commercial frameworks that can impact Zendesk's own strategy. Educate Zendesk leaders and executives to help them respond to a rapidly changing environment. • Build close technical and commercial relationships with leading GenAI platforms such as AWS, Google, OpenAI and Anthropic, ensuring that Zendesk remains at the forefront of AI and LLM innovation • Work with priority tech partners to align on AI product integration strategy and plans, execute on them and jointly promote the integrated value propositions to the market • Identify marketing opportunities with GenAI Platform vendors and tech partners to raise Zendesk's profile and visibility in the market, and generate pipeline Candidate Profile • The primary requirement is demonstrable experience building with and/or working closely with GenAI platform vendors and ISV partners, and a good understanding of the Agentic AI ecosystem and technology evolution • The ideal candidate will have a mix of both product management/ technical as well as technology alliances expertise. • For candidates with a product/technical background - a seasoned product management or technical leader with experience in AI product development - 10+ years relevant work experience, • For candidates with a business/partnership background - extensive experience managing partnerships with hyper-scalers as well as working with GenAI platform vendors - 10+ years in technology partner management • Must have an engineering or technical bachelors degree at a minimum • Business degree and an MBA would be a bonus The US annualized base salary range for this position is $263,000.00-$395,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead global programs to embed AI-driven workflows and improve Customer Success operations. | Requires over 10 years in Customer Success or CS Operations, experience leading global initiatives, and familiarity with AI tools and automation. | Job Description: • Identify AI-driven improvements for Customer Success Manager productivity • Lead global, cross-functional programs to embed intelligent workflows • Design and deploy AI capabilities for Customer Success tool stack • Define and track program KPIs and success metrics • Collaborate with Analytics and CS Ops to deliver insights for customer prioritization Requirements: • 10+ years in Customer Success, CS Operations, or adjacent roles • Proven experience leading global programs or transformation initiatives • Demonstrated exposure to AI-enabled tools and workflow automation • Strong understanding of core CS motions such as onboarding, adoption, and renewals • Ability to influence cross-functional teams in a matrixed organization Benefits: • bonus • benefits

Drive revenue growth by acquiring new Public Sector clients, expand existing accounts, and manage complex sales processes. | Minimum 5 years of Public Sector sales or solution engineering experience, proven quota achievement, experience with complex sales cycles, and ability to engage with VP and C-level executives. | Job Description Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating our ambition by building products rooted in the belief that behind every interaction is an opportunity to make a human connection. To achieve this, we're looking for a successful Public Sector Account Executive with a proven track record in Public Sector sales and a passion for driving growth within the SaaS space. You will play a vital role in growing our Public Sector account base, and closing deals of varying sizes and sales cycles. Your focus will be on building relationships and introducing innovative solutions to new customers, in addition to growing our existing partnerships by continuing to expand our offerings and deepen Zendesk's impact. What You'll Be Doing: • Directly drive top-line revenue growth through the acquisition of new Public Sector customers and developing strategies to penetrate top tier accounts. • Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability. • Manage and nurture key customer relationships to ensure maximum satisfaction and retention, fostering long-term strategic partnerships. • Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients. • Demonstrate a strong understanding of Zendesk products and align them with clients' business objectives to secure product expansion and customer satisfaction. • Lead complex, value-centric sales cycles, including multi-month deals with proof of concept stages. • Consistently develop a robust pipeline of qualified opportunities and maintain an accurate sales forecast to exceed quarterly and annual revenue goals. • Establish and maintain Public Sector executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions. • Collaborate effectively with internal teams and leadership to optimize sales strategies and drive sales execution. • Negotiate and close complex deals, leveraging a consultative approach, utilizing exceptional communication skills to present compelling business cases and value propositions. What You Bring to the Role: • BA/BS degree or equivalent experience required. • A Minimum of 5 years of Public Sector sales or solution engineering experience, preferably in the SaaS industry with a proven record of exceeding sales targets. • Strong, consistent track record of achieving targets & quota achievement in 2 of the last 3 years; President's club membership is a plus. • Expertise in navigating complex sales cycles and renewals, including multi-month, value-centric processes with proof of concept stages. • Experience in managing customer relationships with organizations across a range of revenue scales. • History of sales success with VP and C-level executives in Public Sector accounts. • Outstanding presentation, negotiation, and closing skills. • Experience creating and leveraging territory and account plans. • An entrepreneurial spirit, a collaborative mindset, and a drive for personal and professional growth. • Demonstrated industry experience, with the ability to navigate industry trends and dynamics and build relationships with key decision-makers and champions. • Familiarity with key Sales tools such as Salesforce, Outreach, and Clari. • Ability to travel to customer locations. The US annualized OTE (On Target Earnings) range for this position is $216,000.00-$324,000.00 with a pay mix of 50/50 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Design and maintain backend services and APIs, develop frontend features using React and TypeScript, collaborate across teams, and ensure scalable, secure, and maintainable systems. | 3+ years full-stack experience, proficiency in Ruby or similar backend languages, frontend skills with React, TypeScript, GraphQL, experience with REST APIs, RDBMS like MySQL, and strong collaboration skills. | Job Description Full-Stack Software Engineer – Support Suite Engineering Zendesk is hiring a Full-Stack Software Engineer to join our Support Suite Engineering team. In this role, you will work on both backend services and frontend features, helping deliver robust, scalable, and user-friendly systems across Zendesk’s support products. This is a hybrid role. Candidates must reside within a commutable distance of our office in San Francisco, CA What You’ll Be Doing • Design, implement, and maintain backend services and APIs that power Zendesk’s Support Suite products. • Contribute to frontend development using React, TypeScript, and GraphQL to build user-facing features. • Collaborate with engineers across teams to integrate shared platform components. • Ensure systems are scalable, maintainable, secure, and observable. • Write clean, testable, maintainable code and participate in code reviews. What You Bring To The Role • 3+ years of experience in full-stack software development. • Strong proficiency with Ruby or similar backend languages (e.g., Python, Java, Node.js). • Experience with frontend technologies such as React, TypeScript, and GraphQL. • Experience designing and implementing RESTful APIs and integrating with backend services. • Ability to work cross-functionally and translate product requirements into technical solutions. • Strong collaboration and communication skills. • Experience with RDBMS systems such as MySQL or Aurora. Preferred Qualifications • Experience building enterprise SaaS products. • Familiarity with observability and monitoring tools like DataDog. • Exposure to cloud platforms (AWS), Kubernetes, and CI/CD pipelines. Tech Stack • Backend: Ruby on Rails, MySQL/Aurora • Frontend: JavaScript, TypeScript, React, GraphQL • DevOps & Monitoring: DataDog, Kubernetes, CI/CD • Cloud: AWS Why Zendesk • Work on a high-impact, collaborative full-stack engineering team. • Build scalable, reliable full-stack systems that power enterprise support products. • Flexible hybrid work model with strong work-life balance. • Learn from and grow with experienced engineers in a supportive environment. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. The US annualized base salary range for this position is $110,000.00-$166,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and scale Zendesk's global community strategy, manage community programs and events, develop and mentor a team, collaborate cross-functionally, innovate community methodologies, and measure program impact. | 5+ years senior community roles experience, 3+ years people leadership, ability to influence cross-functionally, operational rigor, customer-first mindset, excellent communication, and adaptability in a fast-paced environment. | Job Description Zendesk's Digital CX team is building the future of how customers connect, learn, and grow with Zendesk - and our global community is at the center of that mission. With thousands of active users, our community is where customers, partners, and prospects exchange knowledge, share best practices, and shape the future of customer experience - and we're just getting started. We're looking for a strategic, customer-obsessed Senior Manager of Community Programs to take ownership of our most important community initiatives. This role offers the chance to shape a large-scale, global community function, work directly with senior leaders across Product, Marketing, and CX, and showcase Zendesk's innovation in customer engagement. It's a high-visibility, business-critical role with measurable impact on retention, growth, advocacy, and value realization. What you'll do • Lead with vision. Own and scale Zendesk's global community strategy, ensuring our programs directly contribute to company priorities around retention, adoption, advocacy, and growth. • Build our Super User movement. Establish and operationalize a global Super User program that recognizes, nurtures, and empowers top contributors - turning expertise into advocacy and impact. • Shape the roadmap. Define and manage the Community team's roadmap, aligning with Digital CX and enterprise-wide goals. Share regular readouts with executive stakeholders to highlight impact and insights. • Elevate programs. Provide oversight for community programming, including: • Online forums and user groups • Global community events and meetups • Product feedback and ideation channels • Content, recognition, and advocacy initiatives • Lead a high-performing team. Develop and mentor a team of Community specialists and engagement managers. Create career pathways, competency models, and clear measures of success. • Drive cross-functional collaboration. Partner with Product, Marketing, CX, and Social teams to amplify community voices, surface customer insights, and integrate community into broader company motions. • Innovate continuously. Modernize community methodology, with a sharp eye on how AI and digital innovation are reshaping peer-to-peer engagement. • Prove impact. Measure engagement, health, and business impact of community programs. Use insights to influence strategy and keep Zendesk at the forefront of digital-first customer experience What you bring • Strategic leadership: 5+ years in senior Community roles, ideally in B2B SaaS, with a track record of scaling programs globally. • People leadership: 3+ years leading teams, including remote and distributed teams. • Cross-functional influence: Proven ability to partner with Product, Marketing, and CX, and to communicate insights up to senior executives. • Operational rigor: Experience building roadmaps, driving disciplined execution, and measuring outcomes through clear KPIs. • Customer-first mindset: Passion for building meaningful digital experiences and amplifying customer voices. • Excellent communicator: Skilled at tailoring messaging across audiences - from executives to community members. • Adaptability: Comfort navigating multiple projects, shifting priorities, and a fast-paced, global environment. The US annualized base salary range for this position is $134,000.00-$202,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and scale pricing and monetization strategies across Zendesk’s SaaS portfolio, manage revenue model transitions, design competitive pricing programs, and drive growth analytics. | 10+ years in pricing strategy with 5+ years leadership in SaaS, strong analytical and financial modeling skills, experience with multi-product portfolios, excellent communication, and ability to lead cross-functional executive initiatives. | Job Description Company Overview Zendesk powers modern, AI-first customer service for organizations of all sizes. Our platform combines ticketing, messaging, help center, voice, analytics, and workforce/quality tools with AI agents and Copilot, delivered with predictable per-agent pricing and robust add-ons. We differentiate with speed, agility, and an intuitive, out-of-the-box platform that’s trusted by more than 160,000 businesses worldwide. Role Overview We are seeking a strategic and hands-on Senior Director, Commercial Strategy & Special Projects to design, operationalize, and scale the next generation of Zendesk’s revenue models and go-to-market plays. You will lead high-impact initiatives across pricing and packaging, monetization, deal discounting, competitive offers, and lifecycle analysis. You will report to a senior executive leader, lead a team of pricing professionals and collaborate closely with Product, Sales, Finance, Product Marketing, RevOps, Legal, and Customer Success—as well as directly with Zendesk customers and partners. The ideal candidate will possess deep expertise in SaaS pricing models, a strong analytical background, and a proven track record of driving significant business impact through strategic pricing initiatives. Responsibilities Commercial Strategy & Monetization • Define multi-year pricing, packaging, and monetization strategies covering our AI, Customer Experience and Employee Service Suite portfolios, and enterprise add-ons (Contact Center, WFM, QA, Data Privacy, and Copilot AI). • Lead monetization for new capabilities (especially AI), developing attractive pricing, value metrics, usage thresholds, and hybrid usage/commit structures. • Evolve packaging frameworks (good/better/best, bundle, consumption-tiered) across customer segments, geographies, and partnerships. • Conduct willingness-to-pay and elasticity research, run pricing pilots, and optimize based on robust data and market insights. • Chair an executive-level Pricing Committee to ensure cross-functional alignment on pricing decisions; Collaborate closely with product management and marketing to drive monetization agenda Revenue Model Transitions • Lead company-wide transitions to new revenue models, including migration planning for the installed base and corresponding customer/stakeholder communication strategies. • Partner cross-functionally to drive alignment across CPQ, billing, SKU taxonomy, entitlements, and data/analytics to ensure operational accuracy and financial integrity. • Develop policies for grandfathering, renewals, and revenue protection during transitions. Competitive Offers and price execution • Design and launch competitive programs focused on winning market share from key competitors • Structure compelling promotions and pricing frameworks with clear financial and strategic benefit to Zendesk, partners, and customers • Drive initiatives to reduce discounting and strengthen pricing discipline across global sales and partner motions Growth & Lifecycle Analytics • Own CLTV, CAC payback, attach/expansion, and monetization analytics frameworks and reporting dashboards. • Monitor ARR/NRR, attach rates, and deal cycle metrics to drive ongoing performance optimization via pricing Qualifications • Bachelor's degree in Business, Finance, Economics, or a related quantitative field; MBA preferred. • 10+ years of experience in pricing strategy, with at least 5 years in a leadership role within a SaaS company. • Strong analytical and quantitative skills, with proficiency in financial modeling and data analysis tools. Deep fluency in pricing research methods (WTP, conjoint, elasticity, AB testing) • Proven ability to translate complex data into actionable pricing strategies and business insights. • Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. • Demonstrated ability to lead and develop a high-performing team. • Strong project management skills with the ability to manage multiple initiatives simultaneously. • Proven success leading pricing for multi-product portfolios at scale. • Experience leading cross-functional executive initiatives and influencing at the C-suite level. Nice to have • Experience monetizing AI and automation features in SaaS. • Knowledge of customer service, contact center, and employee service software. • Experience in usage or consumption-based pricing models is a huge plus. • Experience in large-scale pricing programs or revenue model transitions. The US annualized base salary range for this position is $206,000.00-$308,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Create and maintain customer segments and activation workflows, manage CDP administration, collaborate cross-functionally to translate business needs into platform capabilities, and ensure compliance with data governance policies. | Hands-on experience with Adobe Real-Time CDP, expertise in audience creation and data ingestion, intermediate SQL skills, strong understanding of data quality and governance, and excellent project management abilities. | Zendesk’s Global Marketing Operations team is seeking an experienced CDP Contact Strategist to join our growing data management practice. This is a unique opportunity to grow and learn in a dynamic and fast-paced environment. This person will create and maintain customer segments, audiences, and activation workflows for marketing teams, while supporting CDP administration. This role will help ensure reliable data integrations with multiple data sources and enable great experiences through relevant, personalized marketing programs. The role demands a robust technical background, exceptional problem-solving skills, and the ability to work cross-functionally across the organization. This person will also be responsible for designing and collaborating with teams of technical data engineers and architects to enable the foundational components of audience creation in our Adobe Real-Time CDP. The ideal candidate has an established track record of strategizing, creating, and managing audiences in Adobe RTCDP. Key Responsibilities: • Create and maintain customer segments, audiences, and activation workflows for marketing teams. • Maintain profile and segmentation definitions, activation schedules and destination integrations. • Consult with Marketing to gather and prioritize use case requirements and translate them into technical data requests. • Collaborate cross-functionally to translate business needs into platform capabilities. • Enforce data governance, privacy, and compliance policies related to customer data. • Continuously optimize audience performance based on analytics and user feedback. • Establish data best practices, including audience segmentation and activation among the global marketing community. • Provide ongoing support and training to AEP end-users, ensuring they can utilize the platform effectively for their needs. • Extract, analyze, and interpret data from the CDP to drive actionable insights for targeted marketing campaigns. • Develop and deliver reports on audience insights, campaign performance, and data health metrics, aiding decision-making processes. • Ensure CDP operations adhere to data privacy laws (GDPR, CCPA, etc.) and comply with Zendesk’s data governance policies. Desired Skills and Experience • Hands-on experience configuring and managing Adobe Real-Time CDP • Proven expertise in creating campaign audiences, ingesting data from a variety of sources, configuring identity resolution, and connecting destinations for activation • Intermediate SQL query writing and experience working multiple tables and subqueries and analytics data warehouses (e.g. BigQuery, MySQL, Snowflake) • Strong understanding of data integration, data quality, and data governance principles. • Excellent project management skills with the ability to manage multiple projects simultaneously and meet deadlines. • Self-starter with high motivation to succeed in a fast-paced work environment. Tagged as: CDP, data management

Analyze customer data to drive retention and adoption, build dashboards and reports, partner with leadership to define success metrics, and support analytics initiatives across teams. | 5+ years in analytics or BI roles preferably in B2B SaaS, proficiency in SQL, Excel, BI tools, understanding of customer success and retention models, and strong communication skills. | Job Description The Customer Success Strategy & Automation Team at Zendesk accelerates customer value, adoption, and retention by enabling the Customer Success organization to operate with consistency at global scale. We do this through tooling, automation, processes and enablement—all in service of our goal of delivering best-in-class customer experience. We’re looking for a Data Analyst to join our team. In this role, you’ll turn complex customer data into actionable insights that help drive retention, product adoption, and expansion — all in service of our mission to drive best-in-class GRR. You’ll be a strategic partner to Customer Success leaders, surfacing trends and retention drivers that improve decision-making, scale best practices, and ultimately lead to more successful customers. Responsibilities: • Analyze customer data including health scores, product usage, support trends, and CS engagement data • Build dashboards and reports to track key metrics related to GRR, adoption, retention, and risk • Partner with CS leadership to define success metrics and provide insight into their book of business and team performance • Analyze key churn and contraction drivers at different customer lifecycle stages to identify areas of opportunity • Provide retrospective analysis on churned customers to inform Zendesk’s retention strategy • Support segmentation, headcount planning, and coverage model analysis • Drive CS analytics initiatives in partnership with RevOps, Enterprise Data and Analytics, and Product teams • Translate business questions into actionable reporting and dashboards Qualifications: • 5+ years of experience in an analytics or business intelligence role, preferably in a B2B SaaS environment • Proficiency in SQL, Excel/Sheets, and BI tools (Looker preferred) • Understanding of customer success, retention, and post-sales engagement models • Strong business acumen and ability to tie analysis to strategic impact • Experience working with cross-functional stakeholders, including CS, Sales, and Product • Strong communication skills — ability to explain data insights to non-technical audiences • Experience working as an analyst supporting Customer Success preferred • Experience working with Gainsight, Salesforce, or Snowflake preferred This is a high-impact role at the intersection of technology and customer value. You’ll directly enable Zendesk’s Customer Success team to engage smarter, faster, and more proactively — helping us retain and grow our customer base in 2025 and beyond. The US annualized base salary range for this position is $113,000.00-$169,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead design and architecture of scalable contact center solutions using Zendesk, Amazon Connect, and AWS, provide technical leadership and mentorship, support pre-sales activities, and ensure security and compliance. | Minimum 10 years in solution architecture with 5+ years in contact center technologies including Zendesk and Amazon Connect, strong AWS expertise, leadership skills, and preferably Python or Node.js experience. | Job Description About Us: Zendesk is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including Zendesk, Amazon Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency. Position Overview We are seeking a seasoned Senior Platform Architect with deep expertise in contact center technologies and CX Suites preferably, Zendesk, Amazon Connect, and AWS. This role will drive the design and implementation of scalable, efficient, and innovative customer service solutions, ensuring seamless integration across platforms. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise in architecting best-in-class contact center solutions. Core Daily Activities • Architect and Optimize Contact Center Solutions – Design scalable and efficient architectures leveraging Amazon Connect, AWS, and Zendesk. • Lead Technical Strategy and Roadmap – Define long-term technology strategies for contact center modernization. • Provide Technical Leadership and Mentorship – Guide other presales specialists with best practices in solution design for CCaaS. • Drive Innovation and Emerging Technology Adoption – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant. • Ensure Security, Compliance, and Best Practices – Maintain governance standards and compliance with industry regulations. • Support Pre-Sales Activities – Conduct business and technical discovery, solution design, solution demonstrations, proof of concepts (PoCs), and presentations for prospects/clients. • Develop Technical Documentation and Sales Collateral – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams. • Engage with Vendors and Partners – Work closely with AWS, Zendesk, and other partners to align on best practices and technology advancements. Key Responsibilities • Strategic Leadership: Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices. • Solution Design: Lead the design of complex contact center solutions leveraging Zendesk, Amazon Connect, and AWS services to enhance customer experience and operational performance. • Integration Management: Architect seamless integrations between Zendesk, Amazon Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization. • Technical Oversight: Guide pre-sales specialists, ensuring adherence to architectural best practices, security standards, and high-quality solution delivery. • Stakeholder Collaboration: Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive consensus on architectural decisions. • Innovation and Best Practices: Stay ahead of industry trends and emerging technologies in contact center platforms, advocating for continuous improvement and innovation. • Governance: Establish and enforce governance frameworks for security, compliance, and optimal performance of customer service solutions. Qualifications • Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration • Experience: Minimum of 10 years in solution architecture, with at least 5 years of experience in contact center technologies, including Amazon Connect CRM/CX Technologies, preferably Zendesk • Technical Expertise: Strong proficiency in designing and implementing scalable solutions using Zendesk, Amazon Connect, AWS Lambda,Amazon Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS • Leadership Skills: Demonstrated ability to lead cross-functional teams and manage multiple projects in a fast-paced environment. • Communication: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders. • Problem-Solving: Strong analytical and problem-solving skills, with a track record of developing innovative solutions to complex challenges. Preferred Qualifications • Certifications: Zendesk certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms. • Industry Knowledge: Experience in designing omnichannel contact center solutions, including voice, chat, and AI-driven automation, Workforce Engagement Management (including workforce and quality Management), contact center reporting and analytics tools • Agile Methodologies: Experience working within Agile and DevOps frameworks. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Lead and grow a regional team to build strategic partnerships with startups, VCs, and accelerators to drive Zendesk adoption and market expansion across the Americas. | 12+ years professional experience with 5+ years managing teams, proven success in startup partnerships and ecosystem engagement across US, Canada, and LATAM, strong network and strategic leadership skills. | Job Description Zendesk for Startups empowers startups to scale and thrive by delivering best-in-class customer experience solutions. With over 160,000 customers globally, we’ve supported trailblazing companies such as Slack, Uber, Instacart, Coinbase, Nubank, Limebike, and Deliveroo from their earliest stages. Our mission is to drive sustainable startup growth through strategic partnerships, vibrant community engagement, and innovative go-to-market programs. About The Role As the Director of Startup Partnerships for the Americas at Zendesk, you will lead and oversee the regional Partnership Managers and drive the overall business strategy across the US, Canada, and Latin America. You will build and manage a high-impact team responsible for cultivating strategic alliances with venture capital firms, accelerators, Zendesk Partners, and tech communities to accelerate startup adoption. Comfortable speaking on behalf of the company, you will represent Zendesk in various external forums and foster strong relationships with key ecosystem stakeholders. Focusing on customer acquisition, pipeline growth, and market expansion, you will design innovative partnership models, launch impactful programs, and ensure comprehensive support for portfolio companies throughout their lifecycle. Given that this is a new role, you will thrive in ambiguity, navigating evolving priorities while collaborating closely with internal stakeholders and external partners to drive engagement, growth, and lasting relationships within the startup ecosystem across the region. What You’ll Own & Lead • Develop and execute a comprehensive startup partnerships strategy tailored to the US, Canadian, and LATAM markets, aligned with global business priorities. • Build, lead, and inspire a team of partnership managers dedicated to fostering trusted relationships with VCs, accelerators, partners, and ecosystem leaders. • Establish and grow strategic partnerships that create valuable channels for startup engagement, growth, and Zendesk adoption. • Design, develop, and launch innovative go-to-market products and exclusive membership benefits that add clear value to startups through their growth journey. • Partner closely with Partner Marketing to design and execute co-marketing motions that amplify strategic alliances, extend ecosystem reach, and accelerate startup engagement and pipeline growth. • Collaborate with sales, marketing, and product teams to create aligned, integrated partnership programs that fuel pipeline growth and customer success. • Represent Zendesk at key industry and ecosystem events, delivering thought leadership and strengthening brand presence. • Continuously identify and prioritize a dynamic pipeline of high-potential startups to spotlight in regional narratives and public initiatives, enhancing their visibility and positioning Zendesk as a key partner within the ecosystem. • Track partnership program success through visible metrics and feedback, using insights to enhance and evolve engagement models. • Foster a culture of collaboration, innovation, and external partnership excellence within your team. What You Bring • 12+ years of professional work experience, expert technical knowledge. • 5+ years of management experience, • Proven experience in startup partnerships, ecosystem engagement, or business development—especially across North and Latin American markets. • Proven success managing and scaling diverse teams in multi-country settings with deep regional knowledge of US, Canadian, and LATAM startup landscapes. • Strong network and credibility with venture capitalists, accelerators, Zendesk Partners, tech hubs, founders, and ecosystem stakeholders in the Americas. • Strategic mindset with demonstrated ability to translate vision into clear objectives, actionable plans, and measurable business outcomes. • Excellent cross-functional leadership and influencing skills, comfortable engaging senior executives internally and externally. • Excellent external-facing communication skills with the ability to engage senior partners and represent Zendesk with authority and authenticity. • Entrepreneurial mindset, comfortable operating in ambiguity, and experienced at building programs and processes from the ground up. Nice to Haves • SaaS or enterprise software ecosystem experience focused on startup or innovation markets. • Familiarity with Zendesk product suites or customer experience technology. • Background in venture capital, startup acceleration, or as a founder/operator. • Experience working across distributed teams and managing multi-market programs. Who You Are You are a visionary ecosystem builder and connector, passionate about helping startups succeed through meaningful partnerships. Agile and highly strategic, you excel at inspiring teams and partners to deliver impact and innovation. You thrive in dynamic environments and bring both tactical rigor and creative problem-solving to your role. Join us and lead Zendesk for Startups’ partner ecosystem expansion across the Americas. The US annualized base salary range for this position is $186,000.00-$278,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. 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. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.