AI Services Consultant

Overview

Serve as the technical and product expert for Zendesk's AI-powered Resolution Platform, guiding customers through configuration, integration and optimization of AI solutions to accelerate time-to-value.

What you'll do

• Provide expert advice on the implementation and optimization of Zendesk AI products so customers leverage the full capabilities of the technology to meet their business goals.
• Facilitate change management processes and deliver consultative sessions to ensure smooth adoption and integration of AI solutions within customer organizations.
• Be accountable for the timely and successful delivery of AI projects, meeting or exceeding customer expectations and maintaining high standards of quality.
• Maintain high levels of customer satisfaction, contributing to customer retention and potential upsell opportunities.
• Work closely with Customer Success and Sales to align on the customer's AI roadmap and address technical challenges that would block AI adoption.
• Ensure AI solutions are effectively aligned with customer business goals, resulting in measurable improvements in customer experience and AI adoption.

What you'll need

• Minimum of 3+ years of related experience in Consulting / Professional Services.
• Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS: customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting.
• Demonstrated experience using adoption and health analytics to build predictive models and forecasts for churn and expansion, surfacing early risk signals and recommended mitigations.
• Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes.
• Bachelor's degree in Business, Computer Science, Engineering, or related field.
• Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
• Excellent program management and cross-functional influence skills.
• Strong consulting skills with the ability to assess client needs, develop strategic solutions, and provide expert guidance throughout the project lifecycle.
• Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Oversee the planning, execution, and delivery of AI projects, ensuring they are completed on time, within scope, and meet quality standards.
• Deep understanding of AI technologies, particularly Zendesk AI products, with the ability to implement and optimize these solutions effectively.
• Ability to work effectively in diverse and dynamic environments, adapting to changing client needs and industry trends.
• Strong analytical and problem-solving skills, with the ability to identify challenges and develop innovative solutions.
• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.

Nice to have

• Advanced degrees.
• Certifications in AI strategy or project management.
• Familiarity with emerging AI trends.
• Commitment to staying updated on the latest AI trends and advancements, ensuring the delivery of cutting-edge solutions to clients.

Details

• Hybrid role: must attend the local office for part of the week; the specific in-office schedule is determined by the hiring manager.
• Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra.
• Location posted on the requisition: Pune, India.