Zendesk

Customer Success Manager

• Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle
• Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices
• Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities
• Apply technical understanding of Zendesk’s products and AI capabilities to advise customers on solution fit, configuration, and integration
• Identify commercial opportunities within your accounts by maintaining commercial acumen
• Use analytical capability to interpret customer data and health metrics, proactively uncover trends, and make informed recommendations
• Build strategic partnerships with customers by operating as a trusted advisor

Principal Customer Success Manager

Account Executive

• Drive top-line revenue growth by acquiring new commercial customers and developing innovative, AI-driven strategies for account expansion.
• Leverage advanced data insights, AI-powered customer intent analysis, and adoption history to strategically prospect new clients, optimize retention, and identify cross-sell and upsell opportunities—maximizing account revenue and profitability.
• Manage and nurture customer relationships, using digital engagement and automation tools to ensure maximum satisfaction, retention, and the development of long-term strategic partnerships.
• Proactively lead complex sales cycles by integrating AI insights and customer data, crafting tailored, outcome-oriented solutions that address both current and emerging customer needs.
• Consistently build and manage a robust pipeline using predictive analytics and automation, maintaining accurate forecasts and exceeding quarterly and annual revenue goals with disciplined execution.
• Develop and present compelling, data-backed ROI and value cases that influence procurement decisions, and rigorously track and communicate realized customer impact to foster long-term partnerships and drive upsell opportunities.

Commercial Account Executive

Security Engineer

• Work in a team-orientated, fast-paced, global, and flexible environment
• Perform penetration testing across our entire product and infrastructure
• Perform SaaS-based red team exercises with specific goal oriented objectives
• Continuously evolve your skills toward AI evaluation and knowledge based on emerging tactics, techniques and procedures related to AI agent vulnerabilities
• Collaborate with our AI Security, threat intelligence, threat monitoring and threat engineering teams to understand our threats, provide practical validations of threats and ensure our protections and incident response are continuously refined
• Provide actionable insights for our Product Development team regarding vulnerabilities

Staff Offensive Security Engineer

Product Manager

• Define and communicate the multi-year vision and roadmap for Support Core as both a platform and shared product experience layer
• Transform core systems into AI-forward, composable components that power consistent experiences across Zendesk
• Own both: Platform capabilities (APIs, services, infrastructure, integration interfaces) Shared product experiences built on top of those platforms (e.g., search experiences powered by retrieval architecture)
• Design a modern, AI-native engineering experience by designing platform abstractions and integration surfaces that enable fast and scalable integration with all Zendesk products, including acquisitions
• Drive AI-native platform capabilities across Support Core, ensuring our systems are architected so AI operates seamlessly on top of them, within them, and alongside them
• Lead and develop a team of five product managers across Ticketing, Search, Email, and Lists
• Partner closely with Engineering to modernize system architecture, improve reliability and performance, and reduce complexity
• Influence the broader Core Services platform strategy and align investments with company-level goals
• Establish outcome-driven planning, strong execution discipline, and clear executive communication.

Director, Product Management

• Own customers’ multi-year AI roadmap and execute cross-functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs
• Deliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements
• Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers
• Serve as the design authority for customers’ AI deployments — lead solution design reviews
• Maintain recurring outcome-driven cadences and mutual AI Roadmap that define strategic goals, shared initiatives, measurable success

AI Success Strategist, Customer Success – German or Italian Speaker

Solutions Engineer

• Act as the key technical expert during the pre-sales process.
• Work closely with the Contact Center Platform Architecture team and potential customers to design and scope customized solutions.
• Provide expert technical support to the sales team by analyzing customer requirements and recommending effective use of Zendesk products and services.
• Create detailed professional services estimates and proposals for developing and implementing new customer solutions.
• Maintain deep technical expertise across the Zendesk for Contact Center product suite, leading technical discussions and providing expert recommendations.
• Partner closely with the Professional Services team to ensure a seamless transition from the sales cycle to project delivery.

Senior Solutions Architect – Amazon Connect

• Act as the key technical expert during the pre-sales process.
• Work closely with the Contact Center Platform Architecture team and potential customers to design and scope customized solutions.
• Provide expert technical support to the sales team by analyzing customer requirements.
• Create detailed professional services estimates and proposals for new customer solutions.
• Maintain deep technical expertise across Zendesk's Contact Center product suite.

Solutions Architect, CCaaS

Consultant

• Lead focused, short-term engagements with strategic clients to drive measurable improvements in their Zendesk ecosystem and CX maturity.
• Conduct comprehensive technical assessments and deep-dive discovery sessions to identify high-impact configuration and optimization opportunities within client Zendesk environments.
• Secure commitment and foster strong relationships with stakeholders, from frontline agents to C-level executives, ensuring executive sponsorship for CX transformation initiatives.
• Lead and execute deep configuration changes and administrative updates within the client’s Zendesk platform, delivering tangible 'quick wins'.
• Directly implement configurations to ensure customers fully utilize purchased Zendesk product features, accelerating time-to-value and driving higher product adoption.
• Effectively coordinate cross-functional Zendesk teams to align support, technical resources, and product roadmaps with client acceleration goals.
• Conduct formal internal and external close-out reviews with executive management, quantifying value delivered and detailing final recommendations for sustained success.

CX Acceleration Consultant

Manager

• Lead and manage the team that partners with Sales to define market-winning strategies that align with Zendesk's overarching business objectives.
• Lead and manage the team that acts as technical counterpart to C-suite stakeholders, translating business hurdles into actionable solutions using the Zendesk Resolution Platform.
• Lead and manage the team that oversees the creation of customer-specific technical solutions that address requirements and long-term goals.
• Collaborate with Product, Sales, Marketing, and other teams to craft and deliver compelling value propositions and demonstrations.

Manager, Solutions Consulting

• Define and manage the overarching product roadmap for our digital marketing stack (CMS, eCommerce, trial flows) and core MarTech stack (e.g., Marketo, Salesforce).
• Evaluate, implement, and govern AI solutions across the GTM stack.
• Architect and manage the underlying systems that power our digital marketing efforts.
• Oversee the end-to-end flow of data across systems.
• Act as the strategic bridge between IT (Engineering, Data, Security) and Business Operations (Marketing, MarketingOps, SalesOps).
• Lead high-impact, enterprise-level system migrations, implementations, and feature enhancements.
• Partner with IT Security and Data teams to establish robust data governance frameworks.

Product Manager, MarTech – Digital Systems

Financial Planning and Analysis

• Serve as the lead partner to Product Development leadership
• Financial modeling for Product launches
• Perform relevant ongoing and ad hoc analyses
• Deliver relevant, timely and accurate reporting on key financial and operational metrics
• Establish processes and drive process improvements in collaboration with cross-functional teams
• Own standardized financial monthly / quarterly budgeting and reporting processes
• Apply good understanding of accounting in order to produce accurate forecasts

Senior Manager, Financial Analysis – Strategy, Product Development

Engineer

• Day to day management and monitoring of Identity management tools and Public Cloud tooling (e.g., MFA, Security Token, OAUTH, AWS, Okta, Atlassian, and BigFix) and maintains appropriate configurations and access policies.
• Direct experience administering IAM related SaaS applications.
• Review and lead the gathering of business, functional and technical requirements for establishing an Okta Identity platform.
• Review updates and new features of Okta and make recommendations for implementation to the environment.
• Defines and enforces business process strategy, entitlement and access management.
• Manages app integration requests including SSO and User Lifecycle Management.
• Manages IDM environment including all related processes, Access Groups, Service accounts, Sandbox access, API configuration.
• Proactively identify & resolve IAM lifecycle management related issues.
• Works with stakeholders and other team members to clarify business requirements, remove roadblocks and gain alignment while adhering to internal governance processes while.
• Works with business partners to gather information and requirements.
• Defines Scope, and works to identify potential issues / limitations capabilities, recommends solutions and drives work to completion.
• Maintains and reviews existing processes.
• Works to continuously update and improve end to end processes.
• Maintains and reviews IAM documentation ensuring all documentation is kept up to date with current Zendesk IAM policies and procedures.
• Translates requests from Business partners into Jira Stories and Epics.

Identity Access Management Engineer

• Demonstrate the value of NoRedInk to key stakeholders within some of the largest school districts in the country
• Develop a deep understanding of the enterprise procurement processes within your districts and build account plans to ensure we are/become an approved vendor in those accounts
• Represent NoRedInk in your region and develop deep customer relationships in the territory, building a base of potential clients
• Become an expert on the ed-tech trends and challenges within the states in your territory and partner internally and externally to build GTM strategies that uniquely position NRI to win business at scale in those states
• Meet or exceed quarterly and annual revenue goals, uncover new leads and drive an account-based approach to the territory
• Manage your sales pipeline and ensure data integrity in Salesforce and Outreach
• Have a deep understanding of the political dynamics that exist within the executive staff and the school board, leverage resources internally or externally to ensure we can successfully navigate those dynamics to close business
• Work closely with a variety of roles cross-departmentally within NRI to get support in order to move some of the larger, more complex deals forward, including (consultants, RFP support, professional learning, customer success, account managers, ELT etc)
• Navigate complex RFx processes in your district(s)
• Develop and run a local events strategy to drive business in your territory
• Build mastery of the NoRedInk solution and the competitive landscape

Artificial Intelligence

• Provide technical solutions for customers on the AI Platform
• Guide customers through complex configurations and remove roadblocks
• Oversee the delivery of AI projects ensuring projects meet timelines and quality standards
• Collaborate with internal teams to align on customer’s AI Roadmap

AI Services Consultant, German Speaker

• Own the product strategy and roadmap for Product Security across Zendesk Platform
• Draft detailed technical PRDs for complex security primitives, including FAPI 2.0 implementation, mTLS handshakes, and PKI lifecycles
• Lead product design and delivery for ML/AI‑powered security detection, runtime anomaly detection, threat telemetry, and integrations with SIEM/EDR/observability stacks
• Define the security boundary for AI Agents
• Partner with the Chief Trust & Security Officer’s organization, Security Engineering, Privacy, Legal, and platform engineering to run threat modeling, security reviews, and ensure compliance and auditability
• Launch enterprise‑grade controls and monitoring: robust authentication/authorization, fine‑grained RBAC/ABAC, audit trails, telemetry, incident playbooks, and customer configuration/visibility
• Drive stakeholder alignment and product adoption
• Measure success: define KPIs and iterate quickly to meet enterprise requirements
• Guide other product talent