Jobs at Zendesk

The Senior Services Consultant leads technical delivery for customers, ensuring technically sound solutions. Responsibilities include design documentation, configuring services on AWS, and training clients.

Lead Zendesk’s global customer support organization and transform it into an AI-powered, commercially driven customer experience operation. Oversee AI resolution, technical support, Premier support, knowledge operations, escalations, and a 300+ person global team. Own support performance, P&L, premium support revenue, AI governance, workforce transformation, customer intelligence, and cross-functional alignment with Product, Engineering, Sales, Customer Success, Renewals, and Finance. The role is hybrid and requires approximately 20–25% travel.

Generate qualified sales pipeline through targeted prospecting, cold calls, personalized outbound messaging, and research into SMB, commercial, and enterprise prospects. Engage prospects to understand their challenges, collaborate with sales and marketing stakeholders, manage prospect pipelines, and provide a strong customer experience. The role requires sales experience, strong communication skills, a competitive self-starter mindset, and proficiency with Salesforce, ZoomInfo, Outreach, and 6sense.

Lead the design, development, scaling, and operation of enterprise data platforms, services, and pipelines. Own mission-critical systems, deliver complex multi-team projects, build analytics solutions, and improve data delivery processes. Partner with architects, engineers, analysts, data scientists, and business stakeholders to create reliable, observable, secure, and governed platforms. Provide technical leadership, evaluate technologies, establish engineering best practices, mentor engineers, and guide technical decisions across teams.

Leads and scales a regional Expert Services Consulting team, overseeing hiring, coaching, staffing, utilization, capacity planning, delivery quality, customer outcomes, and KPIs. The role manages concurrent enterprise SaaS engagements, drives adoption, retention, and expansion, improves service delivery processes, develops remediation plans, and partners cross-functionally with sales, operations, and product teams. It also guides organizational change and uses data and AI-enabled tools to improve efficiency and measurable business impact.

Own enterprise customers’ multi-year AI adoption roadmaps, serving as a strategic advisor and engagement lead. Coordinate Product, Professional Services, Sales, Success, Engineering, and partners to deliver safe, scalable Zendesk AI deployments. Track adoption, resolution, retention, and expansion metrics; mitigate risks; support renewals; and drive measurable business outcomes. Advise executives on AI strategy, responsible AI, compliance, and operational excellence while translating technical capabilities into customer value.

Lead growth analytics for Zendesk’s product-led growth motion, guiding a team of analysts and partnering with Product, Engineering, Sales, Marketing, and Data teams. Define funnel metrics, measurement plans, experiments, and instrumentation across acquisition, activation, conversion, retention, and expansion. Analyze customer behavior using segmentation, cohorts, funnels, experimentation, and statistical methods. Improve self-service reporting, dashboards, metric definitions, reusable datasets, and analytics capabilities while coaching analysts and influencing senior stakeholders.

Leads Zendesk’s global compensation strategy, governance, analytics, systems, policies, and operations. Partners with Finance, Legal, Payroll, HR, and executives on pay planning, equity, forecasting, market pricing, pay equity, compliance, and executive compensation. Oversees vendors, automation, reporting, governance, and compensation cycles while building and mentoring the global compensation team.

Owns end-to-end growth campaigns for Zendesk’s startup program, spanning acquisition, applications, lifecycle nurture, product activation, onboarding, and paid conversion. Responsibilities include paid and organic demand generation, partner marketing, founder-focused content, virtual programming, segmented campaign tracks, CRO experiments, and performance optimization. The role requires strong writing, analytics, marketing automation, project management, and experience engaging startup or SMB audiences in B2B SaaS or high-growth technology environments.

The SMB Account Executive will drive revenue growth by acquiring new SMB customers and managing relationships using AI-driven strategies.

Build production-ready proof-of-concepts, customized demonstrations, API integrations, technical sandboxes, and automation tools for enterprise customers. Lead technical validations, architecture reviews, and developer discussions while partnering with account teams. Apply JavaScript, Python, Node.js, REST/SOAP APIs, cloud infrastructure, LLMs, prompt engineering, and autonomous agent frameworks to solve customer problems and support Zendesk’s AI platform.

Lead the revenue close process, ensuring accuracy and compliance. Provide technical accounting guidance and mentor the team. Improve internal controls and procedures.

The role involves building and improving backend systems for real-time voice AI conversations, developing integrations, and enhancing platform performance and reliability.

Provide strategic legal counsel for global AI products, ensuring compliance with evolving AI safety and privacy laws, enabling sales and product teams, engaging regulators and industry groups, driving AI trust initiatives, applying legal technology to streamline reviews, and mentoring junior lawyers to support product growth while mitigating risk.

Own the multi-year product strategy and roadmap for Salesforce and sales systems. Integrate AI features, redefine sales workflows, lead a Product/Architecture/Tech triad, align stakeholders, prioritize backlog, and define KPIs for adoption and business impact.

Lead global Quote-to-Cash (QTC) operations and transformation initiatives to increase automation, accuracy, and scalability. Build and manage a distributed Revenue Operations business operations team, define global QTC standards and controls, drive pricing/packaging and master data improvements, partner cross-functionally, and deliver measurable improvements in cycle time, billing/provisioning accuracy, and stakeholder experience.

Drive enterprise revenue by acquiring new customers and expanding existing accounts. Manage complex, multi-month sales cycles with C-level stakeholders, create territory plans, leverage data and sales tools, negotiate and close high-value deals, and collaborate across teams to meet quarterly and annual quotas.

Design and implement backend services for real-time voice AI, integrating telephony, WebRTC/WebSockets, media servers, and AI speech services. Improve latency, reliability, observability, autoscaling, and failure recovery. Ship end-to-end features, address turn-taking and handoff challenges, and collaborate with product, design, and ML teams.

Own enterprise customers’ AI adoption roadmaps from deployment through expansion. Advise executives on AI strategy, coordinate Product, Services, Sales, Success, and partners, and lead solution design, implementation support, and risk escalation. Track adoption, automated resolution, retention, and expansion metrics to drive measurable outcomes. Develop success plans, promote responsible AI and compliance, and translate Zendesk AI capabilities into sustainable business value.