AI Services Consultant

Job Description

AI Services Consultant | Zendesk

The Tone:
This is a full-time role at Zendesk, operating in a hybrid work environment that balances in-office collaboration with remote flexibility. Zendesk develops software built to bring clarity to the often chaotic world of customer service, powering billions of conversations for brands globally. This role is crucial as customer experience transforms through AI-driven innovation, where Zendesk aims to lead the change. The Professional Services team is actively building an AI Delivery team and methodology, and this consultant serves as the technical and product expert for our AI-powered Resolution Platform, ensuring rapid value delivery and guiding customers through configuration and optimization.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid

• Team: Professional Services, AI Delivery team
• Mission: Provide technical solutions and remove roadblocks for customers to drive resolutions on the Zendesk AI Platform.
• Tech Stack: Zendesk AI products, AI-powered Resolution Platform

What You’ll Actually Do
• Accelerate Value: Drive the adoption and operational excellence of Zendesk AI solutions to ensure customers realize measurable business impact from initial deployment through scale.
• Provide Technical Expertise: Act as the customer’s AI technical expert, translating business goals into appropriate configurations, integrations, and design choices, and swiftly resolving technical blockers.
• Lead Project Delivery: Oversee the planning, execution, and delivery of AI projects end-to-end, ensuring they are completed on time, within scope, meet quality standards, and achieve customer expectations.
• Drive Adoption & Change: Facilitate change management processes and deliver consultative training sessions to ensure smooth adoption and effective integration of AI solutions within customer organizations.
• Collaborate Cross-Functionally: Partner closely with internal teams like Customer Success and Sales to align on customer AI roadmaps and resolve technical challenges that might hinder AI adoption.

The Must-Haves
• Background: Hold a Bachelor’s degree in Business, Computer Science, Engineering, or a related field, combined with a minimum of 5 years of experience in consulting or professional services.
• Experience: Possess over 5 years of experience in go-to-customer (GTM) roles within enterprise technology or SaaS, such as customer success management, professional services, technical account management, or solutions engineering. Demonstrated experience includes using adoption and health analytics to build predictive models for churn and expansion, identifying early risk signals, and developing mitigation strategies for retention and growth. Additionally, experience in designing and executing success plans or roadmaps that drive measurable customer outcomes, particularly in managing AI or software adoption programs with clear business impact on metrics like retention or satisfaction.
• Skills: Strong consulting capabilities to assess client needs and develop strategic solutions, excellent verbal and written communication skills to convey complex technical concepts to diverse stakeholders, robust project management expertise for timely and successful project delivery, and deep technical proficiency in AI technologies, specifically Zendesk AI products.
• Bonus: Advanced degrees or certifications in AI strategy or project management are preferred. Familiarity with emerging AI trends is a plus, as is the ability to distill complex AI concepts for executive audiences.