AI Specialist, Customer Success (Scaled) (Austin)

AI Specialist, Customer Success

The AI Specialist, Customer Success role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk AI solutions.

The overarching objective of the AI Specialist, Customer Success is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk's Advanced AI Agents. This role will work across a customer's organization, from a CXO-level down to senior customer experience leaders, administrators running Zendesk solutions as well as ProdDev teams. When our customers realize value and succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of our customers' success and Zendesk's company growth aspirations, with AI being the key driver.

To achieve these goals, the mission of the AI Specialist team will be to :

• Drive AI adoption through outcome-driven engagement throughout the customer's journey and by being a product expert using Zendesk's Advanced AI Agents
• Be the AI specialist partner in Success for the Customer Success organization, functioning as an internal business partner and driving AI adoption into overall success planning
• Work hand in hand with Customer Success, Professional Services and ProdDev to ensure customers are realizing value with AI

JOB RESPONSIBILITIES

Overarching objectives of the role include the following :

Proactive customer health management through intentional, outcome-driven customer engagement

To deliver on those three overarching objectives, AI Specialists, Customer Success will :

Be a product expert and develop a comprehensive understanding of how Zendesk's Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM, how Zendesk's AI Agents complement and interact with other products in Zendesk's suite.

In addition to core customer-facing responsibilities above, AI Specialists, Customer Success must also be able to :

Forge tight relationships with the rest of the Zendesk customer account team including customer success, sales, support and professional services. Provide regular internal reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them. Uncover and qualify expansion opportunities and work closely with Account Executives on closing them.

QUALIFICATIONS

The US annualized OTE (On Target Earnings) range for this position is $109,000.00-$163,000.00 with a pay mix of 70 / 30 (base / commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

Hybrid : In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA / EEO / Veterans / Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an email to peopleandplaces@zendesk.com with your specific accommodation request.