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AI Adoption Specialist
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This role is a key enabler of customer success and company growth aspirations. The primary objective is to drive AI adoption and ensure customers realize business value and outcomes from their investment in Advanced AI Agents.
The ideal candidate will have a minimum of 12+ years of related experience in Customer Success / Experience, with a strong track record of learning new technology/software solutions and linking software solutions to common customer use cases, product adoption maturity/frameworks, and ultimately, business value and outcomes for customers.
Key responsibilities include driving AI adoption through outcome-driven engagement, being the AI specialist partner in Success for the Customer Success organisation, and working hand in hand with Customer Success, Professional Services and ProdDev to ensure customers are realising value with AI.
Additional responsibilities include forging tight relationships with the rest of the customer account team, providing regular internal reporting on automation, product adoption, and account health KPIs, and uncovering and qualifying expansion opportunities.
The successful candidate will be able to liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges, and collaborating with Product to implement fixes.
Key qualifications include previous experience in customer success roles in enterprise technology / SaaS, a Bachelor degree in computer science, information sciences & technology, engineering or business, and financial acumen and the ability to do foundational quantitative analysis and forecasting.
Required Skills and Qualifications">• Minimum 12+ years of related experience in Customer Success / Experience
• Previous experience in customer success roles in enterprise technology / SaaS
• Strong interpersonal skills, with the ability to influence at multiple levels (e.g., CXO to Director to Administrator) across the customer's organization and across multiple functions (e.g., Sales, Professional Services, Customer Support, Product Management and Engineering)
• Ability to explain and demonstrate the business value of AI to both technical and non-technical stakeholders
• Financial acumen and the ability to do foundational quantitative analysis and forecasting
• Previous experience leveraging leading customer success tools (e.g., Gainsight, etc.) as an integral part of a daily routine engaging with your customers
Benefits">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.
Zendesk believes in offering our people a fulfilling and inclusive experience.
Others">We are 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.
