Zendesk

Manager

• Respond to production incidents and coordinate engineering response efforts
• Be the Incident Commander driving response and resolution for incidents
• Drive data analysis to identify areas for improvement
• Draft incident report and assign to appropriate parties
• Facilitate post mortem incident review forums
• Support engineering teams root cause analysis
• Manage Root Cause Analysis process and provide details for reporting

Senior Incident Manager

Consultant

• Collaborate with your portfolio of customers to manage a backlog of work
• Optimize, maintain, and grow customer use of Zendesk products
• Respond to reactive requests and offer proactive recommendations
• Manage competing priorities effectively across multiple customers
• Respond to high-profile, high-impact customer escalations

Managed Services Consultant

Customer Success Manager

• Take full ownership of customer relationships, proactively managing their success throughout the entire lifecycle—from onboarding and outcome realization to renewal
• Deliver outcome-driven engagement across each stage of the customer journey by leveraging customer experience (CX) management best practices
• Design and execute success plans, coordinate onboarding with Professional Services, and continuously optimize the customer experience
• Champion product adoption and value realization, acting as an evangelist for Zendesk’s AI and automation capabilities
• Partner with customers to articulate ROI, provide tailored adoption roadmaps, and celebrate success
• Identify commercial opportunities within your accounts by maintaining commercial acumen—spotting whitespace for expansion, leading renewals based on demonstrated business impact, and driving revenue growth through strategic engagement
• 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

Customer Success Manager, German Speaker

• Act as the primary point of contact for clients, managing their expectations and ensuring they receive a high level of service.
• Develop and maintain strong relationships with client stakeholders, understanding their business needs and challenges.
• Coordinate internal resources and teams to deliver projects on time, within agreed upon scope and within budget.
• Collaborate with cross-functional teams, including sales, product development, and implementation teams, to define project scope, objectives, and deliverables.
• Develop and maintain project plans, timelines, and budgets, tracking progress and providing regular updates to clients and internal stakeholders.
• Maintain project profitability at the project and portfolio levels.
• Identify and grow opportunities and collaborate with sales teams to ensure growth attainment.
• Identify and mitigate risks and issues that may impact project success, proactively addressing client concerns.
• Assist with challenging client requests or issue escalations as needed.
• Drive continuous improvement initiatives to enhance client engagement processes and methodologies, contributing to overall organizational effectiveness and efficiency.
• Stay informed about industry trends, best practices, and emerging technologies, leveraging this knowledge to provide strategic guidance and value-added services to clients.

Engagement Manager

Call Center Representative

• Run enablement sessions to upskill Zendesk field teams and drive pipeline activity.
• Collaborate with Zendesk Account Executives, pre-sales teams, and partners to identify and pursue sales opportunities.
• Engage with vendors and delivery partners to collaborate on customer deliveries.
• Assist with running customer discovery calls and managing deal progress across the territory.
• Partner with AWS and Amazon Connect AMs to work backwards from customer requirements.
• Run regular forecast cadences with regional teams and the Zendesk for Contact Center leadership.
• Coordinate with pre-sales teams to deliver tailored value propositions aligned with customer needs.
• Manage pipeline activity at scale.
• Advocate for continuous improvement and innovation with customers by staying ahead of industry trends and emerging technologies.

Senior Sales SMB, Contact Center

• Collaborate with Zendesk Account Executives, pre-sales teams, and partners to identify and pursue sales opportunities.
• Engage with vendors and delivery partners to align on best practices and sales strategies.
• Assist with running customer discovery calls and managing deal progress across the territory.
• Partner with AWS and Amazon Connect AEs to work backwards from customer requirements.
• Run regular forecast cadences with regional teams and the Zendesk for Contact Center leadership.
• Coordinate with pre-sales teams to deliver tailored value propositions aligned with customer needs.
• Advocate for continuous improvement and innovation with customers by staying ahead of industry trends and emerging technologies.
• Represent Zendesk for Contact Center at regional events and conferences.

Sales Specialist, Contact Center – Latam

Sales Specialist, Contact Center

Sales Specialist, Contact Center – NA Commercial East

Program Manager

• Analyze the current partner lifecycle to identify pain points and "moments of truth."
• Design a frictionless "To-Be" experience that accelerates partner time-to-value.
• Lead cross-functional initiatives to modernize the partner ecosystem by deploying AI-driven tools.
• Act as the primary bridge between Partner Success, Product, and Marketing.
• Lead the rollout of new tools, processes, and programs.
• Establish KPIs to measure the health of the partner experience.

Program Management Specialist

• Define and deliver org‑level strategy for ~15–30 people that translates product innovation into market outcomes
• Build forecasting, predictive health models and executive reporting that materially improve forecast accuracy, lower portfolio churn
• Architect the people, governance and cross‑functional playbooks (including responsible‑AI guardrails)
• Scale managers, build clear career frameworks and learning programs
• Own hiring, org design, and talent development for the AI Success org (~15–30)
• Be the voice of the customer by turning portfolio signals into prioritized product and GTM investments
• Own C‑level relationships for strategic customers and represent Zendesk in various events
• Build top‑down forecasting and predictive health signals that aggregate trends across portfolios and regions
• Set and own team‑level targets for adoption, GRR/NRR, and expansion velocity
• Define practical guardrails for safe, explainable, and compliant AI deployments

Director, AI Success Strategist, Customer Success

Account Manager

• Lead the Technical Account Managers for East NorAm
• Define team objectives and outcomes
• Enable success across boundaries
• Help the team adapt and learn
• Attract and retain great people
• Maintain overall responsibility and accountability for customer engagements
• Develop and maintain foundational relationships with key customer stakeholders
• Lead business value conversations at executive levels with customers
• Support key accounts by managing critical issues

Manager, Technical Account Management

Engineering Manager

• Lead a team of experienced Machine Learning Engineers and Scientists, offering direction and assistance at every stage of the lifecycle of an ML project.
• Collaborate with existing ML/AI leadership to continually improve software delivery and service reliability.
• Lead the recruitment of new team members and facilitate a speedy, engaged interview process.
• Create a diverse and inclusive working environment where people can thrive.
• Be an active contributor to your team’s continuous improvement and its members’ career development.

AI Copilot Engineering Manager

Account Executive

• Build and Lead a high-volume sales pipeline
• Work across teams with solution consultants, channel partners, marketing teams and business development to improve territory coverage
• Become an authority on Zendesk's products and conduct discovery calls, presentations, and demos
• Develop and manage relationships with prospects and accounts in your territory
• Demonstrate and sell value to key customers within the accounts during fast paced as well as sophisticated sales cycles
• Plan and execute on customer engagement and acquisition in the assigned territory
• Track all opportunity and customer details including use case, purchase time frames, next steps, and forecasting in Salesforce
• Exceed activity, pipeline, and revenue goals on a quarterly basis

Commercial Account Executive

Backend Engineer

• Design and implement platform architecture for contact centers
• Collaborate with teams across different regions
• Lead initiatives for improving customer experience solutions
• Maintain documentation of the architecture processes