Zendesk dezvoltă software pentru servicii de relații cu clienții și vânzări, care ajută organizațiile să gestioneze conversațiile, solicitările de asistență și relațiile cu clienții într-un mediu conectat. Platforma sa reunește mesageria, chatul live, instrumente de automatizare bazate pe inteligență artificială, soluții pentru confidențialitatea și protecția datelor și un spațiu de lucru pentru agenți, oferind echipelor modalități flexibile de a-și organiza operațiunile de servicii pe măsură ce se dezvoltă. Zendesk oferă, de asemenea, servicii profesionale și resurse de instruire, punând un accent declarat pe interacțiuni personalizate cu clienții, fluxuri de lucru integrate, diversitate și incluziune și sustenabilitate.
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.
Descriere
- 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
Cerințe
- 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
Beneficii
- 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