Zendesk

Chief Technology Officer

• Drive customer success through the adoption of Zendesk’s products and awareness of our Product vision
• Act as executive sponsor for key customers throughout the region, to build a strategic partnership and to share the Zendesk product vision, innovation and roadmap
• Be a critical partner to Corporate Development influencing strategy, identifying targets, performing due diligence, and assisting in integrations
• Create unique and differentiated thought leadership content for the company, focused on CX Trends, AI, and data
• Establish and build a strong connection with the sales and Go-To-Market (GTM) organization to support sales cycles, contribute to marketing campaigns, and develop thought leadership content and delivery speaking with press and analysts relating to our product strategy

Solutions Engineer

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution. , Ensuring each solution aligns with customer goals and compliance standards.
• Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
• Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

Solutions Consultant

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring each solution aligns with customer goals and compliance standards.
• Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
• Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

Senior Solutions Consultant

Account Executive

• 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.

SMB Account Executive, Greater China Region

Full-stack Engineer

• Simplify a complex ticketing system and make it highly customizable to accommodate diverse client needs.
• Deliver enterprise-grade software and address challenges associated with global-scale products.
• Promote code ownership, best practices, high-quality code, and robust test coverage.
• Participate in or lead all phases of the software development lifecycle (discovery, technical design, scoping, prototyping, implementation, testing, deployment, optimization).

Senior Software Developer

• Develop and execute strategic sales plans to achieve or exceed quota within assigned enterprise territories.
• Identify and engage with senior executives and key decision-makers to understand their business objectives and challenges.
• Present, negotiate, and close complex deals that deliver customer value and Zendesk revenue objectives.
• Collaborate cross-functionally with Customer Success, Solutions Engineering, Marketing, and Product teams to drive customer satisfaction and expansion.
• Maintain a robust AI sales pipeline and provide accurate forecasts to management.
• Stay informed on industry trends, competitive landscape, and Zendesk product offerings to position Zendesk as the preferred customer experience solution.
• Represent Zendesk at industry events, conferences, and client meetings to build brand awareness and relationships.

Strategic Account Executive

Machine Learning Engineer

• Delivering AI-powered capabilities to our customers at Zendesk scale using latest LLM technologies
• Working closely with Product Management, ML Scientists and fellow Engineers both within the team and across the company to define feature scope and implementation strategies, using ML technology
• Mentoring junior team members, as well as pairing with more experienced colleagues to foster mutual learning
• Supporting our deployed services to ensure a high level of stability and reliability
• Writing clean and maintainable code to meet the team’s delivery commitments
• Contributing to discussions regarding technical design and best practices

Staff Machine Learning Engineer – Retrieval Platform, Search

• Drive top-line revenue growth by acquiring new commercial customers and developing innovative strategies for account expansion.
• Manage and nurture customer relationships ensuring maximum satisfaction and retention, and promoting long-term strategic partnerships.
• Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability.
• 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.
• Understand and convey the benefits of Zendesk products ensuring alignment with customers’ business objectives to secure customer satisfaction and product expansion.
• Lead complex and competitive sales cycles utilizing your strong communication skills and value selling to articulate compelling business cases.
• Consistently develop a robust pipeline of qualified opportunities and maintain an accurate forecast to exceed quarterly and annual revenue goals.
• Establish and maintain executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions.
• Collaborate with internal teams to enhance sales strategies and streamline sales execution.
• Exceed revenue goals on a quarterly and annual basis leveraging weekly and monthly KPIs.

Commercial Account Executive

Payroll

• Assist with the coordination of all LATAM payroll cycles and payroll associated tasks
• Perform a variety of payroll functions in preparation, distribution, and reporting of payroll
• Ensure compliance with all applicable regulations
• Ensure the accurate and timely end to end processing of payroll in LATAM region
• Provide prompt, friendly, and efficient customer service to employees who have questions regarding their pay, deductions, or the payroll process
• Assist with all payroll-related audits & SOX compliance by adhering to internal control requirements, maintaining updated documentation for all payroll related processes
• Process and complete all year-end activities to ensure compliance with regard to filing reports, remittances and returns with appropriate tax authorities
• Other duties may be assigned

Payroll Analyst – LATAM

Consultant

• Manage a portfolio of Managed Services customers, demonstrating ongoing value to minimize churn and contraction across your book of business
• Manage a backlog of work for your customer portfolio, scoping and prioritizing tasks within the hours available
• Maintain product expertise across the Zendesk product line
• Guide and educate your customers to give them proactive assistance as they maintain and optimize their Zendesk products
• Delegate customer requests to colleagues globally while maintaining accountability for quality and timeliness of work
• Collaborate in establishing world-class customer service policies, processes and standards
• Provide business consultation for customers, capture the business problem we are solving together, and configure their Zendesk in order to meet and exceed expectations
• Respond to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty
• Ability to manage competing priorities effectively across multiple customers, ensuring on-time completion of action items across the customer portfolio
• Ability to estimate effort for customer requests and ensure deadlines are met and any delays escalated

Managed Services Consultant

Customer Success Manager

• 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.

AI Partner Success Manager

Executive Assistant

• Manage and prioritize complex calendars and scheduling requests across multiple time zones with internal and external stakeholders
• Provide direct support to sales executives, ensuring alignment of schedules, priorities, and follow-up items
• Coordinate travel and process expenses with accuracy and financial awareness
• Maintain confidentiality and handle sensitive information with discretion and professionalism
• Plan and execute small gatherings or team events that foster connection and collaboration
• Build relationships with internal partners to streamline operations and support team needs
• Provide backup coverage for fellow Executive Assistants as needed
• Take ownership of special projects and other administrative tasks as assigned

Marketing

• Lead and execute regional marketing initiatives that drive demand, customer engagement and growth.
• Develop localized campaigns, events and programs that align to segment objectives.
• Manage a high performing and results-driven team that will directly contribute to the growth and success of Zendesk.
• Develop a deep understanding of each segment including targets and sales priorities.
• Work cross-functionally with global and regional campaign marketing teams.
• Manage budget with excellence.
• Partner with key GTM stakeholders to meet business objectives across various organizations.
• Lead and mentor a team of marketing professionals.

Group Manager – Field Marketing

Product Specialist

• Lead pilot engagements end-to-end to prove the value of Zendesk AI through technical configuration, integration and validation against success metrics
• Collaborate with customers to optimise the building blocks for successful AI adoption (knowledge, on Messaging not Chat, procedures, data) - “readiness”
• Interface with Product to flag feature dependencies and request assistance to manage product gaps
• Own the design of strategies to ensure effective testing and quality assurance of AI agents & Copilot to obtain customer acceptance / sign-off for launch

AI Product Consultant – Pilot Implementation, Pre-Sales

People Operations

• Use data-driven insights to propel business forward
• Work with stakeholders to unearth critical business questions
• Influence development and design of programs
• Ensure alignment with company objectives and market best practices
• Craft and execute a strategy for delivering people insights, data modeling, and data governance
• Shape team roadmap in alignment with People Team, Total Rewards and broader priorities
• Facilitate meetings with leaders and stakeholders for projects
• Build and maintain relationships with People Team COEs and key business stakeholders
• Maintain insights delivery to the business and partner with leaders on advanced analytics and tools
• Design, create and implement tools and frameworks for operational excellence