Director of Ecommerce and Customer Experience
12th TribeLead 12th Tribe’s Shopify commerce, site merchandising, and customer service operations. Connect digital channels, marketing, loyalty, and affiliate programs to grow revenue.
Open
Zendesk develops customer service and sales software that helps organizations manage conversations, support requests, and customer relationships in one connected environment. Its platform brings together messaging, live chat, AI-powered automation, data privacy and protection tools, and an agent workspace, giving teams flexible ways to organize service operations as they grow. Zendesk also offers professional services and training resources, with a stated focus on personalized customer interactions, integrated workflows, diversity and inclusion, and sustainability.
AI Success Strategist at Zendesk - Berlin Hybrid
Lead Zendesk customers’ AI roadmaps, adoption, and retention outcomes. Coordinate product, services, sales, and partner teams to scale responsible AI programs.
Description
- Drive customers’ AI roadmaps from initial adoption through sustained expansion
- Turn product capabilities into business strategies and long-term AI visions
- Plan and deliver AI adoption and expansion roadmaps
- Act as the design authority for customer AI deployments and lead solution reviews
- Guide integration and configuration work with Professional Services
- Coordinate troubleshooting and technical escalations across Professional Services, Product, and Engineering
- Develop forward-looking AI strategies with executive stakeholders
- Align Product, Professional Services, Sales, Success, and partner teams
- Coordinate engagement activities, sequence resources, and escalate risks
- Maintain outcome-focused cadences and shared AI roadmaps that support renewals
- Own channel strategy for distributing and driving adoption of AI solutions
- Monitor AI adoption, resolution metrics, gross revenue retention, customer satisfaction, and expansion results
- Advise customers on ethical AI, data governance, compliance, and safe implementation controls
Requirements
- At least five years of related experience in Customer Success or Customer Experience
- At least one year of experience working with AI
- Background in enterprise technology or SaaS go-to-market roles, such as customer success, professional services or consulting, technical account management, or solutions engineering and pre-sales consulting
- Experience applying adoption and health analytics to predict churn and expansion, identify early risks, and recommend mitigations
- Bachelor’s degree in Business, Computer Science, Engineering, or a related discipline
- Track record managing AI or software adoption programs that improved retention or customer satisfaction
- Experience creating and executing success plans or roadmaps tied to measurable customer outcomes
- Strong program management capabilities and the ability to influence across functions
- Ability to explain complex AI concepts clearly to varied audiences, particularly executive stakeholders
- Awareness of emerging AI trends is advantageous
- AI strategy or project management certifications are preferred
- Strong knowledge of Zendesk platform AI capabilities and the ability to connect product features with business value and strategic initiatives
Benefits
- Hybrid working arrangement with the option to work remotely part of the week
- Inclusive workplace environment
- Reasonable accommodations for applicants with disabilities and disabled veterans
Related Jobs
Performance Marketing Specialist — Birmingham, Alabama
EHC
Manage marketing performance reporting, data quality, and campaign tracking for Encompass Health’s nationwide inpatient rehabilitation operations. This full-time role is based at the home office in Birmingham, Alabama.
Open
Project Engineer, Trenchless Services
Terracon
United States
Iowa
Minnesota
Nebraska
North Dakota
South DakotaHybridFull-timeMiddleSeniorEnglish RequiredEngineerLead trenchless engineering and construction consulting at Terracon, an employee-owned multidisciplinary firm. Support critical underground utility and water infrastructure projects across Midwest offices.
Open
Senior Automotive Electronics Engineer
Alten México
Investigate field failures and warranty returns involving automotive electronic control units (ECUs). Use root cause analysis, fault tree analysis, laboratory testing, and vehicle communication protocols to improve system reliability.
Open
VMware vSphere Virtualization Engineer
Zaden Technologies
Operate VMware vSphere infrastructure for a Defense Health Agency program in Chantilly, Virginia. Help consolidate more than 2,000 virtual machines across disconnected DoD enclaves.
Open
Wholesale Executive – Australia (Remote)
AVENIR COLLECTIVE
Support retail account performance, product launches and trade marketing across Avenir Collective’s beauty, personal care and lifestyle brands. This full-time role is based remotely in Australia.
Open
Chief Financial Officer (CFO), Remote in the Philippines
WeAssist.io
Lead financial planning, forecasting, cash flow, and reporting at WeAssist, a recruiting firm that connects remote professionals with US businesses. Partner with the CEO on strategy and build the finance function.
Open
Wholesale Executive, Australia (Remote)
Olsam.Support global retail partnerships for Avenir Collective’s beauty, personal care and lifestyle brands. Coordinate product launches, retailer relationships, sales reporting and trade marketing.
Open
Financial Center Manager – North Broomfield
Bank of AmericaUnited States
Colorado$76,500 – $109,200 / year
On-siteFull-timeJuniorNo degree requiredEnglish RequiredFinancial Planning and AnalysisLead employees and oversee client experience, risk, and daily operations at Bank of America’s North Broomfield financial center in Colorado.
Open
Remote Clinical Research Contracts Manager
ProvidenceUnited States
Alaska
California
Idaho
Montana
New Mexico
Oregon
Texas
Washington$30 – $72 / hour
RemoteFull-timeMiddleSeniorEnglish RequiredManagerManage clinical trial agreements for Providence, from review and negotiation through finalization, in collaboration with research operations and administrative teams.
Open