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- Tasks: Help customers achieve success using Zendesk's AI solutions and drive AI adoption.
- Company: Zendesk is a leading customer service software provider, enhancing customer experiences globally.
- Benefits: Enjoy a hybrid work model, flexible hours, and a vibrant team culture.
- Why this job: Join a dynamic team focused on innovation and making a real impact in customer success.
- Qualifications: 3+ years in Customer Success; experience with AI solutions is a plus.
- Other info: Zendesk values diversity and inclusion, offering equal opportunities for all applicants.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the AI Specialist, Customer Success role at Zendesk
Join to apply for the AI Specialist, Customer Success role at Zendesk
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.
Job Description
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 organisation, 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 organisation, 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 realising value with AI
Job Responsibilities
- Overarching objectives of the role include the following:
- Proactive customer health management through intentional, outcome-driven customer engagement
- Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization
- Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
- 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.
- Deliver a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible — Partner with Professional Services by engaging in customer onboarding by helping to define objectives, project scope and minimizing time-to-value. Ensure continued engagement after launch.
- Drive, enable and remove obstacles to adoption of Zendesk’s Advanced AI Agents — Keep engagement high through recurring outcome-driven engagement, committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to drive solution sophistication, maximize value and secure renewal.
- Tirelessly advocate for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team.
- Deliver a heightened customer experience through proactive engagement and communication with the customer, both written and verbal. Provide prescriptive best practices, resources, expertise and continuously link customer adoption to quantified/qualified customer value & business outcomes.
- Develop strong relationships with customer leaders at all levels of an organization – from CIO and business leaders to IT experts, professionals and architects
- 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.
- Understand all aspects of overall customer health and know how to proactively manage health – Work closely with the account’s Customer Success Manager to understand overall success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
- Learn and understand new software solutions in the customer experience space, particularly those leveraging AI. Previous experience in the customer experience space ideal.
- Be able to liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges (i.e. product, CRM integrations, APIs) and collaborating with Product to implement fixes.
- Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer’s overall health.
Qualifications
- Must have at least 3 years of related experience in Customer Success / Experience
- Previous experience in customer success roles in enterprise technology / SaaS — either customer success management, professional services/consulting or technical account management.
- 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.
- Experience in supporting and driving adoption of AI-powered solutions in customer-facing roles is a plus
- Ability to explain and demonstrate the business value of AI to both technical and non-technical stakeholders
- Proven ability to multi-task and perform program/project management activities to ensure multiple customers are progressing against success plans and outcomes.
- 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) within Zendesk.
- Bachelor degree in computer science, information sciences & technology, engineering or business is a plus.
- Previous experience leveraging leading customer success tools (e.g., Gainsight, etc.) as an integral part of a daily routine engaging with your customers.
- The idea is to have one req constantly opened, as we will hire some profiles like this.
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 e-mail to with your specific accommodation request.
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AI Specialist, Customer Success employer: Zendesk
Contact Detail:
Zendesk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land AI Specialist, Customer Success
✨Tip Number 1
Familiarise yourself with Zendesk's Advanced AI Agents and their applications in customer service. Understanding how these tools can drive business outcomes will help you engage effectively with potential customers and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the customer success and AI fields. Attend industry events or webinars where you can meet people who work at Zendesk or similar companies. Building these connections can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven AI adoption in previous roles. Highlighting your experience in managing customer relationships and demonstrating the value of AI solutions will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends in AI and customer experience. Being knowledgeable about current developments will not only enhance your conversations with interviewers but also show your commitment to continuous learning in this rapidly evolving field.
We think you need these skills to ace AI Specialist, Customer Success
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the AI Specialist, Customer Success position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in customer success, particularly in AI or SaaS environments. Emphasise your ability to drive AI adoption and demonstrate business value, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and AI technologies. Use specific examples from your past experiences to illustrate how you have successfully managed customer relationships and driven technology adoption.
Showcase Your Interpersonal Skills: In your application, highlight your strong interpersonal skills and ability to influence stakeholders at various levels. Provide examples of how you've effectively communicated complex technical concepts to both technical and non-technical audiences.
How to prepare for a job interview at Zendesk
✨Understand the Product Inside Out
As an AI Specialist, you'll need to be a product expert. Make sure you thoroughly understand Zendesk’s Advanced AI Agents and how they can create value for customer service teams. Be prepared to discuss specific use cases and how these solutions can drive business outcomes.
✨Showcase Your Customer Success Experience
Highlight your previous experience in customer success roles, especially in enterprise technology or SaaS. Be ready to share examples of how you've driven adoption of AI-powered solutions and the impact it had on customer satisfaction and business value.
✨Demonstrate Strong Interpersonal Skills
This role requires influencing stakeholders at various levels. Prepare to discuss how you've successfully built relationships with CXOs, directors, and administrators in past roles. Use specific examples to illustrate your ability to communicate effectively across different functions.
✨Prepare for Technical Discussions
You may need to liaise with technical teams, so brush up on your technical knowledge related to AI and CRM integrations. Be ready to discuss how you've tackled technical challenges in the past and your approach to collaborating with product teams to implement solutions.
