Jobs at Zendesk

Lead end-to-end AI adoption and multi-year roadmaps for enterprise customers, align cross-functional teams, design solutions, measure AI adoption and commercial impact, advise on responsible AI and compliance, and drive retention and expansion through outcome-driven success plans.

Own enterprise customers’ AI adoption roadmaps from deployment through expansion. Partner with executives to define AI strategies, coordinate Product, Services, Sales, Success, and partners, and guide solution design and technical escalations. Track adoption, automated resolution, retention, and expansion metrics to drive measurable outcomes. Advise on responsible AI, data governance, compliance, and sustainable implementation while leading success planning, stakeholder alignment, and renewal-focused engagements.

Lead technical discovery, AI readiness assessments, solution design, demos, pilots, and proofs of value for Zendesk CX and employee service solutions. Architect secure, scalable integrations using APIs, middleware, telephony, and cloud platforms. Translate AI and automation capabilities into business outcomes, guide technical strategy throughout the sales cycle, demonstrate ROI, support AI adoption, and collaborate cross-functionally on product and go-to-market strategy.

Lead complex Zendesk SaaS implementation programs across EMEA from mobilization through go-live. Manage customer outcomes, budgets, risks, governance, commercial commitments, cross-functional teams, partners, and executive stakeholders. Translate business objectives into measurable delivery plans, oversee technical dependencies, manage escalations, support pre-sales, improve delivery methodologies, and coach team members. The role requires fluency in English and German, strong program management expertise, technical understanding of CX and AI solutions, and periodic customer-site travel.

Leads Zendesk’s EMEA Professional Services organization, owning strategy, growth, customer engagements, team development, delivery quality, AI-enabled service models, partnerships, and regional P&L. Oversees consulting and implementation operations, including forecasting, capacity planning, resource allocation, margins, risk management, and enterprise customer relationships. Collaborates with Sales, Product, Engineering, Finance, Customer Success, global services leaders, and partners to scale repeatable, outcome-driven services and ensure high-quality delivery.

Provides technical consulting for Zendesk AI implementations, configurations, integrations, optimization, and adoption. Leads AI projects end to end, manages scope and timelines, trains stakeholders, supports change management, removes technical blockers, and aligns solutions with measurable customer outcomes. Partners with Customer Success and Sales to develop AI roadmaps, improve adoption, and support retention and expansion through analytics, success plans, and executive communication.

Own enterprise customers’ AI adoption roadmaps from deployment through expansion. Lead discovery, success planning, solution design, stakeholder alignment, partner coordination, adoption measurement, and responsible AI guidance. Translate Zendesk AI capabilities into business outcomes, improve automated resolution and retention, identify risks, and drive renewals and account growth through executive partnerships and cross-functional delivery.

Own the full B2B sales lifecycle across the UK and Ireland, acquiring commercial customers, expanding existing accounts, managing complex negotiations, and exceeding revenue targets. Build executive relationships, present AI-powered SaaS solutions, develop territory and account plans, maintain pipeline forecasts, and collaborate with internal teams. The role requires strong value-selling, deal-closing, renewal, cross-selling, and customer retention capabilities.

Leads Zendesk’s EMEA Sales Engineering organization, driving enterprise market expansion, technical win rates, proof-of-concept standards, and customer adoption. Recruits and develops sales engineering leaders, partners with regional sales executives, and serves as a technical evangelist for AI-powered customer experience solutions. The role requires executive presence, public speaking, enterprise architecture expertise, cloud and integration knowledge, and strong understanding of generative AI, LLMs, and CX technologies.

Lead technical deal cycles for enterprise and commercial accounts: perform technical discovery, design solutions, build POCs and AI-driven workflows, configure integrations and APIs, ensure security/compliance, and advocate product feedback to internal teams.

The Solutions Architect will design customized CCaaS solutions, support pre-sales, and work with technical teams to ensure effective project delivery.