Zendesk

AI Partner Success Manager

Zendesk

full-time

Posted on:

Location Type: Hybrid

Location: Singapore • Singapore

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Tech Stack

AngularCloudJavaJavaScriptNode.jsPythonReactRubyVue.js

About the role

  • Collaborate with internal product teams and Partner Enablement counterparts to design, develop, and continuously refine training curricula and enablement content for partners on Zendesk products and customer success frameworks.
  • Lead the delivery of high-impact workshops, webinars, and hands-on training sessions globally—both virtual and in-person—tailored to diverse partner audiences and skill levels.
  • Evangelize Zendesk’s Customer Success Framework, ensuring partners understand and can apply best practices to customer onboarding and AI solution deployment.
  • Drive enablement programs that encompass technical skills, sales readiness, and customer success methodologies to maximize partner proficiency and autonomous delivery.
  • Develop and maintain a rigorous certification program that sets clear competency benchmarks for AI product implementation and customer success excellence.
  • Evaluate partner readiness across the Zendesk product portfolio through assessments, technical evaluations, and project reviews, enforcing certification requirements to uphold solution quality.
  • Manage certification lifecycles, including periodic reassessments, compliance monitoring, and proactive partner re-engagement to maintain certification standards.
  • Act as a guardian of quality by identifying skill gaps, recommending remedial training, and, if necessary, suspending certification to maintain partner network integrity.
  • Serve as a primary Subject Matter Expert (SME) for partner-facing AI product inquiries—providing expert recommendations, troubleshooting support, bot inspection and evaluation, and escalation management through channels like Slack Partner Community and Zendesk internal systems.
  • Conduct implementation reviews for complex partner-led customer projects, delivering actionable insights and ensuring success criteria are met.
  • Collaborate closely with Partner Sales Executives and Solution Consultants to support pre-sales engagements and enable joint success in deals involving AI technology.
  • Collect and synthesize partner feedback to inform product teams, influence roadmap, and enhance training materials and support resources.
  • Own the planning, execution, and continuous improvement of partner enablement programs, tracking key performance indicators (KPIs) such as partner certification rates, training completion, project success, and partner satisfaction.
  • Build and maintain strong, trusted relationships across partner organizations, helping them navigate Zendesk’s AI platform journey successfully.
  • Coordinate cross-functionally with Marketing, Product, Sales, and Support teams to align partner enablement initiatives with overall business goals and strategy.

Requirements

  • 3+ years in a partner-facing role that combines technical consulting/support, customer success, and/or partner enablement, ideally in SaaS, cloud, or AI solution environments.
  • Strong understanding of customer support processes, AI technology applications in customer service, and partner/customer success frameworks.
  • Proven ability to design, develop, and deliver technical training—including certification programs—to diverse audiences.
  • Experience managing partner relationships and driving partner adoption and proficiency at scale.
  • Comfortable working in a fast-paced, evolving environment with multiple competing priorities and stakeholders.
  • Bachelor’s degree in Computer Science, Engineering, or equivalent experience preferred.
  • Hands-on experience with RESTful APIs, JSON, and backend programming languages (Python, Ruby, C#, Java, Node.JS) is a strong plus.
  • Familiarity with frontend technologies (JavaScript, React, Vue.JS, Angular) beneficial.
Benefits
  • Flexible working arrangements
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
RESTful APIsJSONPythonRubyC#JavaNode.JSJavaScriptReactVue.JS
Soft skills
collaborationcommunicationtraining deliveryrelationship buildingproblem solvingadaptabilitystakeholder managementfeedback synthesisproject managementquality assurance
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in EngineeringAI product implementation certificationcustomer success certification