Overview
AI Specialist, Customer Success (Scaled) role at Zendesk. The AI Specialist, Customer Success (Scaled) is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using Zendesk AI solutions. The overarching objective is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk’s Advanced AI Agents. This role collaborates across a customer’s organization, from executive leadership to administrators and ProdDev teams. When customers succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of customer success and Zendesk’s growth, with AI as a key driver.
To achieve these goals, the mission of the AI Specialist team is to: drive AI adoption through outcome-driven engagement throughout the customer journey; be the AI specialist partner in Success for the Customer Success organization; and work with Customer Success, Professional Services and ProdDev to ensure customers realize value with AI.
Job Responsibilities
* Overarching objectives of the role include the following: proactive customer health management through intentional, outcome-driven engagement; collaboration with Zendesk customers and colleagues to accelerate AI adoption and value realization; cultivate and accelerate growth of Zendesk customer relationships.
* To deliver on those objectives, AI Specialists, Customer Success will:
o Be a product expert and develop an understanding of how Zendesk’s Advanced AI Agents create value for customer service teams and in Zendesk CRM; understand how AI Agents interact with other Zendesk products.
o Deliver a world-class customer experience anchored on getting customers to value quickly — partner with Professional Services for onboarding, help define objectives and scope, minimize time-to-value, and ensure continued engagement after launch.
o Drive, enable and remove obstacles to adoption of Zendesk’s Advanced AI Agents — maintain high engagement through recurring outcome-driven engagements, and outline mutual Success Plans with each customer including goals, initiatives, success metrics, and a roadmap for future projects.
o Advocate for Zendesk customers across the ecosystem by feeding prioritized, data-driven feedback to the product development team.
o Provide proactive, high-quality engagement and communication with customers, both written and verbal; share prescriptive best practices, resources and link adoption to quantified value and business outcomes.
o Develop relationships with customer leaders at all levels of the organization, from CIOs to IT professionals, architects, and other stakeholders.
* Additional responsibilities include:
o Forge strong relationships with the Zendesk account team, provide regular internal reporting on automation, product adoption, and account health KPIs; identify expansion opportunities and collaborate with Account Executives to close them.
o Understand overall customer health and proactively manage health in partnership with the Customer Success Manager; monitor success plan status, relationship strength, product adoption, engagement, NPS and customer experience metrics.
o Learn and understand new software solutions in the customer experience space, particularly those leveraging AI; prior experience in customer experience space is ideal.
o Collaborate with technical teams (internal and external) for testing, feedback on beta features, troubleshooting (product, CRM integrations, APIs), and work with Product to implement fixes.
o Track engagement and touchpoints with accounts and provide ongoing, unbiased intelligence on customer health.
Qualifications
* Minimum 3+ years of related experience in Customer Success / Experience
* Experience in enterprise technology / SaaS in customer success roles (customer success management, professional services/consulting or technical account management)
* Track record of learning new technology and linking software solutions to customer use cases, adoption maturity and business value
* Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus
* Ability to explain and demonstrate the business value of AI to technical and non-technical stakeholders
* Proven ability to multi-task and manage programs/projects to progress multiple customers against success plans
* Strong interpersonal skills with ability to influence across multiple levels and functions within Zendesk
* Bachelor degree in computer science, information sciences & technology, engineering or business is a plus
Hybrid: This role is designed with a team-level hybrid experience, combining onsite collaboration with remote work flexibility. Attending the local office part of the week is required; exact in-office schedule is determined by the hiring manager.
The Intelligent Heart Of Customer Experience Zendesk software was built to bring calm to the chaotic world of customer service, powering billions of conversations with brands you know and love. Zendesk is committed to a fulfilling and inclusive experience and offers a hybrid working model to collaborate in person or remotely.
As part of our commitment to fairness and transparency, we inform all applicants that 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; we foster global diversity, equity and inclusion. We do not discriminate based on protected characteristics. We are AA/EEO/Veterans/Disabled. If you are based in the United States and would like more information about EEO rights, please view the rights information.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities. If you require a reasonable accommodation to submit this application or participate in the selection process, please email peopleandplaces@zendesk.com with your accommodation request.
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