AI Specialist, Customer Success

Description:

• 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.
• 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
• 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
• 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

Requirements:

• 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.

Benefits: