AI Services Consultant

Customer experience is transforming through AI-driven innovation. At Zendesk, we lead this change by revolutionising how we help our customers implement and adopt AI through our AI Delivery team and methodology. As the technical and product expert for our AI-powered Resolution Platform, the AI Services Consultant role is integral to delivering quick time to value while guiding our customers through their configuration and optimisation.

Mission

As an AI Services Consultant at Zendesk, your mission is to provide technical solutions and remove roadblocks for your customers to drive resolutions on our AI Platform. You will act as a technical expert and trusted advisor, guiding customers through complex configurations with agility and precision. Your strong consulting skills and project management expertise will ensure seamless integration and optimisation of AI solutions, driving transformative business outcomes.

Overarching Objective For The Role:

Accelerate customers’ time-to-value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realise measurable business impact from initial deployment through scale.

How You’ll Make an Impact

• Technical Expertise & Guidance: Provide expert advice on the implementation and optimisation of Zendesk AI products, ensuring customers leverage the full capabilities of the technology to meet their business goals.
• Change Management & Training: Facilitate change management processes and deliver consultative sessions to ensure smooth adoption and integration of AI solutions within customer organisations.
• Successful Project Delivery: Accountable for the timely and successful delivery of AI projects, meeting or exceeding customer expectations and maintaining high standards of quality.
• Customer Satisfaction: Maintain high levels of customer satisfaction, contributing to customer retention and potential upsell opportunities.
• Cross-Functional Collaboration: Work closely with internal teams, including Customer Success and Sales, to ensure alignment on the customer’s AI Roadmap and address any technical challenges that would block the customer from adopting AI.
• Tactical solutions for business outcomes: Ensure that AI solutions are effectively aligned with customer business goals, resulting in measurable improvements in customer experience and AI Adoption.

What You’ll Need to Succeed

• Consulting Expertise: Strong consulting skills with the ability to assess client needs, develop strategic solutions, and provide expert guidance throughout the project lifecycle.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Project Management: Oversee the planning, execution, and delivery of AI projects, ensuring they are completed on time, within scope, and meet quality standards.
• Technical Proficiency in AI: Deep understanding of AI technologies, particularly Zendesk AI products, with the ability to implement and optimise these solutions effectively.
• Agility and Adaptability: Ability to work effectively in diverse and dynamic environments, adapting to changing client needs and industry trends.
• Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to identify challenges and develop innovative solutions.
• Continuous Learning: Commitment to staying updated on the latest AI trends and advancements, ensuring the delivery of cutting-edge solutions to clients.

Qualifications

• Must have a minimum of 3+ years of related experience in Consulting / Professional Services.
• Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred.
• Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
• Fluent in English.
• Deep understanding of REST APIs and working with large JSON bodies.
• Python and SQL experience is preferred.
• Demonstrated experience in using adoption and health analytics to build predictive models and forecasts for churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth.
• Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes.
• Excellent program management and cross-functional influence skills.
• Familiarity with emerging AI trends is a plus.
• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.

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.