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Zendesk
Zendesk
5,001 – 10,000 Employees
H1B Visa SponsorConsultingLogisticsMarketing
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.
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Senior AI Services Consulting Manager

Lead Zendesk’s AI Delivery team and customer AI implementations, guiding adoption, technical integrations, and project execution. Focus on measurable customer outcomes through effective delivery and team leadership.

INIndiaHybridFull-timeSeniorLeadEnglish RequiredArtificial Intelligence
SQL

Description

  • Lead the AI Delivery team through hands-on product expertise and example.
  • Develop technical solutions and clear roadblocks for customers using Zendesk’s AI Platform.
  • Guide customers through complex configurations and optimization.
  • Advise customers on implementing and optimizing Zendesk AI products.
  • Lead change management and deliver consultative training.
  • Ensure successful, timely delivery of AI projects for individuals and teams.
  • Oversee delivery quality, capacity, utilization, scope, timelines, and stakeholder alignment.
  • Support customer satisfaction, retention, and upsell opportunities.
  • Partner with Customer Success and Sales on AI roadmaps and technical customer challenges.
  • Connect AI solutions to customers’ business goals and measurable experience and adoption outcomes.
  • Build and lead the AI Delivery team, overseeing hiring, onboarding, methods, ways of working, workload assignment, performance reviews, and development plans.

Requirements

  • At least eight years of related experience in consulting or professional services.
  • Experience in customer-facing enterprise technology or SaaS roles, such as customer success management, professional services or consulting, technical account management, or solutions engineering or pre-sales consulting.
  • Hands-on experience integrating APIs, particularly REST APIs.
  • Working knowledge of JSON and SQL scripting.
  • End-to-end team management experience, including assigning tasks, conducting performance reviews, and supporting development plans.
  • Experience using adoption and customer health analytics to model and forecast churn and expansion.
  • Ability to identify early risk signals and recommend actions to protect retention and growth.
  • Experience designing and delivering success plans or roadmaps that produce measurable customer outcomes.
  • Bachelor’s degree in business, computer science, engineering, or a related field.
  • Experience managing AI or software adoption programs with demonstrated effects on retention or satisfaction.
  • Strong program management and cross-functional influence skills.
  • Ability to explain complex AI concepts to varied audiences, especially executive stakeholders.
  • Advanced degrees are preferred.
  • AI strategy or project management certifications are preferred.
  • Familiarity with emerging AI trends is a plus.

Benefits

  • Hybrid work arrangement with flexibility to work remotely for part of the week.
  • Inclusive workplace experience.
  • Equal opportunity employment.
  • Reasonable accommodations for applicants with disabilities and disabled veterans.

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