Zendesk

Account Executive

• Directly drive top-line revenue growth by acquiring new Enterprise customers and developing strategies to penetrate top tier accounts.
• Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability.
• Manage and nurture key customer relationships to ensure maximum satisfaction and retention, fostering long-term strategic partnerships.
• Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients.
• Create quarterly territory plans, developing strategies and actionable tactics to increase our market share in the Enterprise sector.
• Demonstrate a strong understanding of Zendesk products and align them with clients’ business objectives to secure product expansion and customer satisfaction.
• Lead complex, value-centric sales cycles, including multi-month deals with proof of concept stages, particularly with customers generating significant revenue.
• Consistently develop a robust pipeline of qualified opportunities and maintain an accurate sales forecast to exceed quarterly and annual revenue goals.
• Establish and maintain C-level executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions.
• Collaborate effectively with internal teams and leadership to optimize sales strategies and drive sales execution.
• Negotiate and close complex deals, leveraging a consultative approach, utilizing your exceptional communication skills to present compelling business cases and value propositions.
• Maintain thorough knowledge of Zendesk solutions, staying current with competitive landscape and industry trends.

Enterprise Account Executive

Manager

• Lead the end-to-end monthly open and close process in Zuora Revenue (RevPro), ensuring accuracy, timeliness, and audit-readiness every cycle
• Oversee the integration and posting of revenue-related journal entries into the GL, ensuring proper classification and completeness
• Review and maintain key balance sheet reconciliations including deferred revenue, contract assets, and unbilled AR
• Provide ad-hoc technical accounting analysis and ASC 606 guidance on complex transactions, contract modifications, and escalations
• Serve as a senior mentor to the revenue accounting team — reviewing work, building skills, and maintaining a high standard of quality
• Continuously improve revenue close procedures, internal controls, and documentation to keep the team compliant and audit-ready

Senior Revenue Recognition Manager

QA Engineer

• Drive global quality by acting as the final gatekeeper for product user experience in diverse markets.
• Champion AI-powered quality by implementing and running next-generation AI quality frameworks.
• Test AI features end-to-end by designing and executing test plans for AI-driven features.
• Optimize vendor quality operations by acting as the technical point of contact for external QA agencies.
• Collaborate with senior engineers to develop and maintain internal testing tools.

QA Engineer, Localization

Machine Learning Engineer

• Lead the design and development of AI Agent capabilities that can understand customer intent, follow conversation context, take reliable actions, and deliver helpful resolutions.
• Build agentic workflows that connect reasoning, retrieval, tool use, policy guidance, and human handoff into seamless customer support experiences.
• Partner with product, design, engineering, and research teams to turn customer problems into polished AI-powered product features.
• Improve the quality, reliability, and safety of AI Agent behavior through evaluation frameworks, feedback loops, observability, and iterative experimentation.
• Design systems that enable AI Agents to use Zendesk data, knowledge, business rules, and third-party integrations effectively and securely.
• Drive technical direction across teams, helping define patterns for scalable agent architecture, orchestration, testing, and production readiness.
• Identify opportunities to improve resolution rates, reduce friction for customers and agents, and make AI-driven support feel natural, trustworthy, and useful.
• Mentor engineers and raise the bar for technical execution, product thinking, and responsible AI development.

Staff Machine Learning Engineer – AI Agent

Operations

• Act as a global business partner to the VP of Sales Development, helping shape priorities, drive decision-making, and execute the operating plan.
• Partner with regional xDR analysts and sales development leaders to support all tiers of xDR management globally, ensuring consistency in performance management, reporting, and operational execution.
• Lead and support global planning processes including headcount, capacity, coverage design, funnel analysis, and quota alignment for Sales Development.
• Own and evolve reporting and operational insights to provide visibility into activity, pipeline generation, conversion trends, and funnel velocity.
• Help design and scale AI-enabled workflows and automation across lead scoring, routing, productivity tracking, outreach processes, and operational decision support.
• Coordinate cross-functionally with GTM Operations, Sales, Marketing, Finance, Enablement, and Revenue Operations to ensure strategic initiatives are implemented effectively.
• Drive improvements in operational cadence, process quality, and data consistency across regions to support business performance.
• Provide clear recommendations to leadership based on analysis, business context, and operational insight.

Senior Manager, Sales Operations

Sales Operations Manager

• Create and manage comprehensive dashboards and reports for SDR/BDR teams.
• Influence the design and scaling of AI-powered automation platforms integrated with our GTM stack (Salesforce, Groove, Outreach).
• Work closely with Revenue Operations and Marketing to ensure data accuracy, smart targeting, and seamless workflows for peak SDR/BDR performance.
• Identify best-in-class activities at the sub-regional level and advocate for their global adoption.
• Resolve data issues within the initial funnel stages (Lead/Contact/Account) and intelligence platforms (ZoomInfo, Lusha) to maximize efficiency.
• Provide system and process support for SDRs and management, resolving ticket escalations in Zendesk.

Sales Operations Analyst

Full-stack Engineer

• Build and evolve AI-powered capabilities that improve testing productivity and software quality across Zendesk.
• Own and evolve the core testing services, tools, and frameworks that engineers rely on to ship with confidence.
• Create automation and infrastructure that makes the testing ecosystem fast, reliable, and developer-friendly, continuously reducing friction in the delivery pipeline.
• Partner closely with product and platform engineers to understand pain points, prioritize the highest-impact improvements, and drive adoption through great ergonomics.
• Be the go-to engineer for testing productivity: respond to requests, troubleshoot issues, and turn feedback into scalable improvements.
• Lead design and delivery of testing productivity initiatives, and mentor engineers by raising the bar on reliability and maintainability across the platform.
• Share knowledge through clear documentation, examples, and enablement to help teams ramp up quickly and use the tooling effectively.

Staff Software Engineer

Product Marketing

• Diagnose and design — Identify gaps in sales knowledge, skills, and performance through data, observation, and stakeholder conversations, then develop creative, practical enablement solutions to address them.
• Build end-to-end programmes — Own the full lifecycle of enablement initiatives: from needs analysis and content creation through to launch, delivery, and measurement.
• Facilitate and present — Deliver training sessions, workshops, and learning experiences to GTM audiences with confidence and energy, adapting your style to the room.
• Experiment and iterate — Propose new ideas, pilot them, and use feedback and results to continuously refine your approach.
• Embrace AI — Actively explore how AI tools can enhance content creation, personalisation, and programme delivery, sharing what you learn with the wider team.
• Collaborate cross-functionally — Partner with sales leadership, revenue operations, product marketing, and other stakeholders to ensure enablement is aligned with business priorities and embedded in the way teams work.
• Measure what matters — Define success metrics for your programmes and track outcomes to demonstrate impact and inform future priorities.

GTM Enablement Associate

Architect

• Lead contact centre Value Consulting engagements cross-functionally with Zendesk teams and multiple customer stakeholders.
• Develop compelling recommendations and present them back to customer executive stakeholders
• Proven experience leading digital strategy and digital roadmap projects in a complex business and CX environment with strong facilitation skills with the ability to balance conversation within groups.
• Deep understanding of, and passion for, the customer lifecycle and managing the customer experience
• Facilitate Strategic Value Assessments with Zendesk customers and prospects to help them identify and solve customer service business challenges.
• Help customers/prospects develop integrated, omnichannel customer engagement strategies
• Collaborate with Solutions Consultants to recommend technology capabilities to customers and prospects that will help them achieve their CX strategy
• Collaborate with the Success organisation to recommend additional technology capabilities that will continue to drive value for our customers
• Gather, evaluate and interpret customer KPI data and make compelling recommendations based on those results
• Provide financial/ROI analysis to customers, based on anticipated performance improvement from Zendesk solutions, using both best practice tooling and developing customer-specific calculations where appropriate.
• Leverage market/industry data to develop compelling content themes/topics for customer presentations
• Content creation and thought leadership content and deliver business enablement.
• Demonstrate thought leadership in customer support through multiple venues/channels (e.g. written, webinars, in-person, etc.)
• Assist in the authoring of content (e.g. white papers) focused on customer experience and industry trends

Principal Value Architect

Business Operations

• Partner with Finance, Sales, Product and Engineering to gather and document business requirements related to billing, invoicing, revenue recognition and subscription lifecycle.
• Translate business requirements into clear functional specifications, user stories, process flows, and acceptance criteria.
• Support configuration and day-to-day operations of billing and revenue systems (Zuora) and related integrations (Salesforce CPQ/CRM, ERP systems), either directly or alongside engineering/configuration teams.
• Perform data reconciliation and root-cause analysis for billing, invoicing, and revenue discrepancies; prepare clear findings and remediation steps.
• Assist with designing and validating subscription and consumption billing models (metered/usage billing, ramps, discounts, add-ons).
• Support testing efforts: develop test plans, run system/integration tests, coordinate UAT with business stakeholders, and document results.
• Maintain process documentation, runbooks, training materials, and FAQs for revenue and billing processes.
• Triage operational incidents, prioritize fixes with stakeholders, and monitor recurring issues to propose process or system improvements.
• Produce routine and ad-hoc reports/metrics for Finance and Revenue Operations (e.g., billing accuracy, failed invoices, revenue deferrals).

Business Systems Analysis Lead

Analyst

• The principal analyst sets standards and leads advanced analytics and automation across Workforce Management (WFM) and Quality Assurance (QA).
• Solves unique, complex, and ambiguous problems with broad business impact, driving change through data, models, experiments, and frameworks.
• Operates with high autonomy, determining methods and procedures on new or special assignments and shaping WSP direction through recommendations, standards, and measurable outcomes.
• Translate business goals and targets into WFM/QA analytical roadmaps, standards, and reference models adopted across teams.
• Establish experimentation standards, scenario modeling, and business casing to advise senior leaders on trade-offs and prioritization.
• Create capacity and hiring plans incorporating seasonality, marketing campaigns, sales projections, policy/product changes, and attrition.

Principal Analyst, Workforce & Service Performance

• Partner with Product, Engineering, and Design leaders to improve end-to-end product delivery operations, including planning, execution, and delivery tracking.
• Support roadmap and portfolio execution by establishing clear operating mechanisms for prioritization, sequencing, dependency management, and progress visibility.
• Drive quarterly and annual planning processes, improving how teams translate strategy into achievable plans, milestones, and measurable outcomes.
• Improve ways of working across teams by reinforcing effective Scrum practices (e.g., sprint planning, backlog health, retrospectives, iteration goals) while adapting approach to team maturity and context.
• Identify operational friction and implement AI-first process improvements that reduce ambiguity, shorten feedback loops, and increase delivery predictability.
• Define and socialize a lightweight set of delivery health metrics and reporting mechanisms that support decision-making without creating overhead.
• Use Jira to support consistent execution (e.g., clean intake, clear work definitions, reporting views), and partner with tooling owners/admins as needed to improve configurations and usage patterns.
• Facilitate alignment across cross-functional stakeholders, ensuring teams have shared understanding of scope, timelines, risks, and dependencies.
• Create documentation, templates, and playbooks that enable consistency and scale across the Product Development organization.

Senior Operations Manager

Platform Engineer

• Build and maintain deployment infrastructure and internal tools supporting continuous integration and delivery pipelines
• Work closely with engineering teams around the world to define deployment practices and help roll out new deployment patterns
• Develop and manage Kubernetes-based deployment automation and platforms
• Ensure reliability by monitoring systems, responding to incidents, and maintaining runbooks and documentation
• Drive improvements in deployment speed, security, and scalability through automation and infrastructure as code
• Leverage AI-based tools and platforms to help improve operational efficiency and deployment safety

Senior Platform Engineer – Zendesk Deploy Team

• Drive the technical vision and architecture for the Admin Copilot Conversational backend
• Own end-to-end delivery of complex, cross-cutting features
• Be a hands-on technical leader: set engineering standards
• Collaborate closely with ML Scientists, Product Management, and Design
• Influence technical direction beyond your team
• Design and improve evaluation frameworks, guardrails, and safety mechanisms
• Mentor and grow engineers on the team

Enterprise Account Executive

Senior Revenue Recognition Manager

QA Engineer, Localization

Staff Machine Learning Engineer – AI Agent

Senior Manager, Sales Operations

Sales Operations Analyst

Staff Software Engineer

GTM Enablement Associate

Principal Value Architect

Business Systems Analysis Lead

Principal Analyst, Workforce & Service Performance

Enterprise Account Executive

Senior Operations Manager

Senior Platform Engineer – Zendesk Deploy Team

Staff Software Engineer – AI Copilot