Zendesk

Product Specialist

• Serve as an expert on Employee Service solutions, assisting the sales team in effectively positioning use cases that address HR and IT challenges.
• Partner closely with the sales team to manage the end-to-end sales cycle, from initial discovery to deal closure.
• Develop and present ROI analyses for potential deals, providing quantifiable benefits that support purchasing decisions.
• Provide subject matter expertise to the sales organization, ensuring they are well-equipped to sell Employee Service solutions and have a deep understanding of ES ideal customer profiles and customer buying journey.
• Take responsibility for achieving the employee service quota by supporting and contributing to sales efforts that lead to successful deal closures.
• Collaborate closely with the product development team to customize our Employee Service solutions based on customer interactions and feedback.

Senior Sales Product Specialist – Overlay Role

Manager

• Develop and evolve the global benefits strategy aligned with organizational goals, talent strategy, and financial parameters.
• Partner with senior HR, Finance, and business leaders to ensure benefits programs support workforce strategy and long-term business objectives.
• Assess market trends, regulatory shifts, and competitive positioning to inform strategy and program enhancements.
• Lead multi-year roadmap planning for global benefits, including program design evolution, vendor optimization, and technology enablement.
• Provide thought leadership on total rewards philosophy and future-forward benefits design.
• Lead, coach, and develop a high-performing team of 4–5 Benefits Program Managers.
• Set clear goals, establish accountability, and ensure effective execution across global initiatives.
• Foster collaboration, knowledge-sharing, and consistent standards across regions.
• Drive professional development and succession planning within the team.
• Oversee the design, implementation, and administration of global benefits programs including health, risk, retirement, leave, wellbeing, and statutory offerings.
• Ensure programs are delivered through efficient, scalable operating models that create a consumer-grade employee experience.
• Guide the team in managing employee escalations and complex cases in partnership with People Operations.
• Partner cross-functionally with Payroll, HRIS, IT, Legal, and Finance to ensure seamless operationalization.
• Establish governance frameworks and performance standards for consistent execution globally.
• Oversee vendor strategy, broker relationships, contract negotiations, renewals, and performance management.
• Ensure vendor accountability through service-level monitoring and regular performance reviews.
• Lead financial planning, forecasting, and cost management for global benefits programs.
• Identify cost optimization opportunities while maintaining competitive positioning and employee value.
• Ensure adherence to global statutory requirements and regulatory frameworks (e.g., EEOC, ADA, HIPAA, GDPR and country-specific requirements).
• Oversee audits, reporting obligations, and governance committees (e.g., retirement committees).
• Proactively identify and mitigate compliance risks.
• Drive a data-informed approach to program evaluation and optimization.
• Establish key performance indicators and metrics to measure program effectiveness and employee engagement.
• Leverage analytics to guide strategic decisions and demonstrate program impact to leadership.
• Lead global initiatives to continuously elevate benefits strategy, execution standards, and employee experience.

Senior Manager, Benefits

Product Marketing

• Conduct market and competitive analysis (ICP, segmentation, positioning, messaging).
• Synthesize insights into clear recommendations for Sales leadership.
• Support strategic GTM initiatives that improve focus and efficiency.
• Design and test AI workflows that improve sales productivity (e.g., discovery prep, competitive battlecards, pitch personalization).
• Create a lightweight “AI Playbook” documenting prompts, workflows, and use cases.
• Identify measurable efficiency or quality improvements.
• Shadow sellers and Solutions Consultants to understand the full sales motion.
• Help refine a product pitch or demo narrative.
• Deliver a final capstone presentation to GTM leadership.

GTM Strategy, AI Operations Intern

Customer Success Manager

• Serve as the primary post-sale point of contact for a large cohort of customers across various segments, from Retail to Enterprise.
• Drive increased adoption and utilization of Zendesk products by using in-depth knowledge of client industry and business processes.
• Perform comprehensive Discovery and deliver expert Recommendations to help customers achieve specific business results.
• Identify opportunities for account expansion, including upselling and cross-selling related products.
• Collaborate cross-functionally with Advocacy, Sales, Renewals, and Professional Services to resolve escalations and ensure best practices.
• Facilitate webinar events and produce short-form video content to convey intricate product concepts to a peer-learning audience.
• Build and execute scaled outreach campaigns via email and video to entice customer engagement and realize partnership value.
• Leverage data and insights to forecast and mitigate churn risk while maintaining high levels of customer satisfaction.

Portfolio Success Manager

• Manage and grow a high-performing team (6–10 direct reports) that owns end‑to‑end delivery of customers’ AI roadmaps.
• Translate product capabilities into clear business strategies.
• Ensure consistent execution across customers.
• Maintain recurring outcome-driven cadences that secure retention and expansion.
• Own and scale a 6–10 person AI Success Strategist team to deliver predictable, measurable customer AI outcomes.
• Operationalize repeatable playbooks, SLAs, and account‑level forecasting.
• Hire, coach and develop individual contributors to raise team delivery velocity and quality.

Manager, AI Success Strategist – Customer Success

Account Executive

• Drive top-line revenue growth by acquiring new SMB customers
• Manage and nurture customer relationships for high satisfaction
• Lead complex sales cycles integrating AI insights
• Develop and articulate compelling ROI and value cases
• Build and maintain a robust pipeline in Salesforce

SMB Account Executive

• Drive top-line revenue growth by acquiring new SMB customers
• Manage and nurture customer relationships
• Proactively lead complex sales cycles
• Co-create with customers clear AI transformation roadmaps
• Develop and articulate compelling, data-backed ROI and value cases
• Tracking and communicating realized outcomes
• Hold consultative technical conversations
• Identify and pursue opportunities to cross-sell and up-sell new products and services
• Build and maintain a robust, accurately tracked pipeline of qualified opportunities in Salesforce
• Collaborate with Marketing, Business Development, and other internal teams

Machine Learning Engineer

• Drive the design, development, and deployment of advanced ML and AI solutions
• Build scalable, robust data science systems
• Act as a subject matter expert, collaborating with stakeholders
• Effectively articulate complex technical concepts to non-technical partners
• Drive adoption of best practices in MLOps
• Oversee and enhance the integrity, security, and compliance of all data science workflows

Senior Machine Learning Engineer – Hybrid

• Drive top-line revenue growth by acquiring new customers and developing strategies for account expansion
• Manage and nurture customer relationships ensuring high satisfaction and retention levels
• Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability
• Use data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies
• Understand and convey the benefits of Zendesk products, aligning them with customers’ business objectives to ensure customer satisfaction and product expansion
• Lead competitive sales cycles utilizing strong communication skills and value selling to articulate compelling business cases
• Consistently develop a robust pipeline of qualified opportunities accurately tracking details and sales stages in Salesforce
• Provide accurate weekly, monthly, and quarterly forecasts, and exceed quarterly and annual revenue goals
• Collaborate with internal teams to enhance sales strategies and streamline sales execution
• Exceed weekly and monthly activity and pipeline KPIs

Engineering Manager

• lead, coach, and develop a distributed team of engineers
• manage a portfolio of parallel initiatives
• partner with Corp Dev, Security, and product teams during acquisitions
• operate with excellence: monitor and improve risk and reliability
• represent your organisation's work and priorities to senior leadership
• collaborate directly with the Senior Director of Cloud Infrastructure

Senior Engineering Manager

• Design and implement architecture for multi-step planning and execution
• Own domain-specialised training and evaluation infrastructure
• Build quality gates for performance monitoring and deploys

Staff Machine Learning Engineer – Agentic AI

Sales Operations Manager

• Create, manage, and distribute comprehensive dashboards and reports specifically for SDR/BDR teams and leadership.
• Analyze top-of-funnel metrics, including lead volumes, MQL/SQL conversion rates, persistence, and campaign performance.
• Influence the design and scaling of AI-powered platforms integrated with our GTM stack to transform prospect engagement.
• Resolve data quality issues within the initial funnel stages (Lead/Contact/Account) and maintain high hygiene standards across sales intelligence platforms.
• Provide process support for xDRs and management, including resolving ticket escalations within Zendesk to solve daily tool and data queries.
• Work closely with Revenue Operations, Marketing, and Systems to ensure smart targeting and seamless workflows.

Sales Operations Specialist

Data Scientist

• Design, develop, and ship data-driven solutions that power AI search engine
• Own entire lifecycle from data exploration and modeling to production rollout
• Partner with engineering team for scalable, reliable deployments
• Deep dive into data processing flows to improve output quality
• Constantly improve model efficiency and system stability
• Collaborate in a high-velocity R&D environment

• Proactive customer health management through intentional, outcome-driven customer engagement
• Product adoption acceleration and customer value realization
• Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
• Delivering a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — from onboarding, to success planning, to adoption roadmaps, to recurring outcome-driven engagement, to customer value and outcome realization.
• Driving, enabling and removing obstacles to adoption of Zendesk’s product suite, providing prescriptive best practices, resources, expertise and continuously linking customer adoption to quantified/qualified customer value & business outcomes.
• Tirelessly advocating for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team
• Delivering a heightened customer experience through proactive engagement and communication with the customer , both written and verbal.
• Forging tight relationships with the rest of the Zendesk customer account team — including sales, customer support, professional services, renewals, and marketing.
• Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
• Understand all aspects of overall customer health and know how to proactively manage health – taking into factors such as success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
• Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer’s overall health.

Customer Success Manager, Spanish/German

Human Resources

• Own the end-to-end configuration for Talent & Performance.
• Act as a technical escalation point for junior analysts.
• Lead the technical roadmap for Talent features.
• Troubleshoot complex issues involving Calculated Fields, Business Processes, and Security Groups.
• Partner with business stakeholders to translate "people strategy" into technical reality.

Senior Sales Product Specialist – Overlay Role

Senior Manager, Benefits

GTM Strategy, AI Operations Intern

Portfolio Success Manager

Manager, AI Success Strategist – Customer Success

SMB Account Executive

SMB Account Executive

Senior Machine Learning Engineer – Hybrid

SMB Account Executive

Senior Engineering Manager

Staff Machine Learning Engineer – Agentic AI

Sales Operations Specialist

Data Scientist

Customer Success Manager, Spanish/German

Senior HRIS Analyst, Workday Talent