Zendesk

Manager

• Run and facilitate the incident response as the Incident Commander for Severity 0 production incidents
• Lead data analysis and root cause workflows across engineering teams
• Drive down Median Time to Respond (MTTR) by continuously analyzing response behavior
• Facilitate blameless retrospective review forums with a global audience
• Champion industry trends to ensure best-in-class Engineering Incident Management frameworks
• Participate in an engineering on-call rotation when required

Staff Incident Manager

Account Executive

• Directly drive top-line revenue growth by acquiring new Strategic Enterprise customers and developing strategies to penetrate top tier accounts.
• Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability.
• Manage and nurture key customer relationships to ensure maximum satisfaction and retention, fostering long-term strategic partnerships.
• Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients.
• Create quarterly territory plans, developing strategies and actionable tactics to increase our market share in the Enterprise sector.
• Demonstrate a strong understanding of Zendesk products and align them with clients’ business objectives to secure product expansion and customer satisfaction.
• Lead complex, value-centric sales cycles, including multi-month deals with proof of concept stages, particularly with customers generating significant revenue.
• Consistently develop a robust pipeline of qualified opportunities and maintain an accurate sales forecast to exceed quarterly and annual revenue goals.
• Establish and maintain C-level executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions.
• Collaborate effectively with internal teams and leadership to optimize sales strategies and drive sales execution.
• Negotiate and close complex deals, leveraging a consultative approach, utilizing your exceptional communication skills to present compelling business cases and value propositions.
• Maintain thorough knowledge of Zendesk solutions, staying current with competitive landscape and industry trends.

Senior Strategic Enterprise Account Executive

Accountant

• Preparing monthly accounts in local currency under strict reporting deadlines, in accordance with US GAAP and corporate accounting policies
• Preparing the monthly financial package for review with the EMEA Reporting Manager, including analytical review and variance commentary
• Performing detailed balance sheet analysis and reconciliations
• Accurately calculating and reporting month-end accruals
• Partnering with the finance shared service team in relation to fixed assets, prepayments, and accounts payable
• Supporting local statutory reporting, periodic VAT returns, and monthly cash flow forecasting
• Assisting with the implementation of internal controls and procedures, and ensuring compliance with corporate policies
• Providing ad hoc project support as needed

Accountant – Fixed-Term Contract

Data Scientist

• Partner directly with CX directors, managers, and executive leadership to deliver prescriptive, data-backed guidance for strategic planning.
• Analyze customer health scores, product usage, and support trends to perform deep-dive retrospective analyses on churn and contraction drivers.
• Design and execute impact measurement models that move past baseline usage metrics to quantify actual gross retention rate (GRR) improvements, net revenue retention (NRR) gains, and process efficiencies.
• Lead the quantitative analysis for complex special projects, including annual account carves, territory balancing, and customer segmentation strategies.
• Leverage the AI Stack: using Large Language Models (LLMs like ChatGPT, Claude, and Gemini) to rapidly prototype scripts, automate ad-hoc reporting requests, and build lightweight data workflows.
• Actively leverage the native AI components within Snowflake and our broader business intelligence stack to accelerate context gathering and surface predictive customer trends.
• Map out how multi-source data flows between our primary platforms (Salesforce, Gainsight, Gong, and Snowflake) to create a unified, accurate view of the post-sales ecosystem.
• Write high-performance, production-grade SQL queries directly within Snowflake to manipulate and model complex datasets.
• Serve as part of the core CX liaison to the Enterprise Data & Analytics (ED&A) team, owning downstream data requirements and standardizing metric definitions.

Senior Manager, CX Data and Insights

Engineer

• Lead end-to-end technical delivery of AI agent and LLM-powered solutions
• Build production-grade integrations and custom connectors
• Troubleshoot and resolve escalated technical blockers
• Act as the final line of defense for complex issues

Forward Deployed Engineer

• Directly drive top-line revenue growth by acquiring new Enterprise customers and developing strategies to penetrate top tier accounts.
• Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability.
• Manage and nurture key customer relationships to ensure maximum satisfaction and retention, fostering long-term strategic partnerships.
• Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients.
• Create quarterly territory plans, developing strategies and actionable tactics to increase our market share in the Enterprise sector.
• Demonstrate a strong understanding of Zendesk products and align them with clients’ business objectives to secure product expansion and customer satisfaction.
• Lead complex, value-centric sales cycles, including multi-month deals with proof of concept stages, particularly with customers generating significant revenue.
• Consistently develop a robust pipeline of qualified opportunities and maintain an accurate sales forecast to exceed quarterly and annual revenue goals.
• Establish and maintain C-level executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions.
• Collaborate effectively with internal teams and leadership to optimize sales strategies and drive sales execution.
• Negotiate and close complex deals, leveraging a consultative approach, utilizing your exceptional communication skills to present compelling business cases and value propositions.
• Maintain thorough knowledge of Zendesk solutions, staying current with competitive landscape and industry trends.

Commercial Account Executive

Sales Engineer

• Lead Technical & Business Discovery: Conduct thorough discovery sessions to understand customer challenges, perform AI readiness assessments, and design tailored demos, and proofs of value that demonstrate Zendesk’s differentiated value.
• Architect AI-Driven CX & ES Solutions: Translate advanced AI/ML capabilities (such as automation, conversational bots, predictive analytics, and orchestration) into clear, business-focused narratives for diverse audiences from IT to the C-suite.
• Drive Technical Strategy Through the Sales Cycle: Own the end-to-end technical engagement, from qualification and design through pilot execution, ensuring each solution aligns with customer goals and compliance standards.
• Integrate & Scale: Architect secure, scalable solutions leveraging Zendesk APIs, middleware, telephony systems, and cloud platforms (AWS, Azure, GCP) that enable seamless workflows and automation.
• Collaborate & Influence: Work cross-functionally to align customer needs with Zendesk’s product roadmap, influence future innovations, and ensure a unified go-to-market strategy.
• Measure & Optimize Impact: Use Zendesk analytics and AI performance metrics (sentiment analysis, ticket deflection, time-to-resolution) to demonstrate ROI and inform continuous improvement.
• Champion AI Adoption: Collaborate with Customer Success to drive AI adoption through value realization initiatives and continued promotion of new AI capabilities.
• Stay Ahead of the Curve: Continuously build your expertise in AI, automation, and evolving CX and ES technologies, sharing insights that position Zendesk as a market thought leader.

Backend Engineer

• Collaborate with customer's SMEs to build technical solutions for integrating Zendesk
• Communicate technical concepts to a variety of audiences
• Provide feedback and prototype ideas from the field
• Lead technical discussions on a variety of technologies

Technical Architect

• Build a powerful ecosystem of partners that are aligned with our Go To Market priorities and amplify the Zendesk brand in the region
• Achieve our Partner sales targets, both across new business as well as expansion opportunities within existing customers
• Assess whether you have sufficient capacity and capability from your existing partners and recruit, onboard and enable new partners where there are gaps
• Enable our Partners on key Zendesk value propositions and sales plays such that they are a true extension of Zendesk to our mutual clients and prospects
• Train Partners on Zendesk products, systems, Partner Connect portal, and enablement tools
• Build a joint business plan with each of your top partners, reviewing progress quarterly
• Act as a liaison between Zendesk Partner ecosystem and the Zendesk Sales Team to help Partners close sales opportunities and to facilitate GTM activities and introductions
• Collaborate with Zendesk Marketing and Zendesk Partner Marketing to build, track, and implement joint GTM activities for top-of-the-funnel Partner pipeline and revenue
• Track sales opportunities (leads, deal registration, quotes, etc.) and drive Partner revenue generation activities to achieve agreed-upon targets
• Become an authority on Zendesk’s products and conduct discovery calls, presentations, and demos with prospects and customers.

Partner Sales Executive

Product Specialist

• Strategise on Sales Strategy: Partner with our core sales teams to drive Service Management opportunities from discovery to close — while carrying real responsibility for pipeline and bookings.
• Run the Technical Discovery: Lead discovery with IT, HR, Facilities, Finance, and other service owners — mapping their current environment, integrations, workflows, and data model — to uncover the real requirements beneath the stated ones.
• Demonstrate With Authority: Help craft and deliver compelling, domain-specific demonstrations and proofs-of-concept, tailored to the customer’s actual use cases, that stand up to scrutiny from technical evaluators and service management practitioners alike.
• Handle the Hard Questions: Navigate technical objections and competitive comparisons
• Empower the Team: Help educate and up-skill the regional sales organization on the full breadth of Service Management — the service domains, buyer profiles, and how to spot and qualify opportunities across the enterprise.
• Shape the Product: Act as the vital bridge between the market and our product development team, turning real-world customer and technical feedback into next-generation product features.

Senior Product Sales Specialist – Employee Service

• Drive Outcomes and own the 'Last Mile' of AI: Lead complex end-to-end deployments of Zendesk’s AI Agents and LLM-powered workflows.
• Troubleshoot the 'Unsolvable': Remove technical blockers and act as the final line of defense for complex technical escalations that fall outside the scope of standard Support or Professional Services.
• Build Bespoke Agentic Solutions: Work directly with strategic clients to design and code custom integrations and agents.
• Bridge the Gap: Work between the customer’s IT team and Zendesk’s core Product/Engineering teams.

• Support Pre-Sales Activities – Lead technical discovery sessions, scope operational requirements, deliver tailored solution demonstrations, and build impactful Proof of Concepts (PoCs) for prospects and clients.
• Design Practical Contact Center Solutions – Translate client business challenges into technical designs leveraging Zendesk, Amazon Connect, and AWS, drawing on your practical knowledge of how these platforms function in real-world operations.
• Develop Technical Documentation & Sales Collateral – Create solution architecture diagrams, technical proposal content, and functional configuration guides to support the sales cycle.
• Collaborate with the Sales Team – Serve as the technical expert during client engagements, helping to clear technical hurdles and establish credibility with prospect IT and operations teams.
• Contribute to Solution Best Practices – Align design choices with industry compliance, security, and governance standards, ensuring what is sold can be successfully deployed.
• Support Feature & Trend Adoption – Stay current on AI, ML, and automation trends in contact centers, demonstrating to prospects how these features can be practically integrated into their workflows.

Platform Architect

Sales

• Set the vision and strategy for Sales Acceleration
• Lead and inspire a high-performing team
• Partner with executive leadership across critical functions
• Drive enterprise-level transformation in sales processes
• Translate complex data into executive-level recommendations
• Champion best practices and technology adoption
• Oversee cross-functional initiatives for seamless execution
• Act as a trusted advisor to Sales and GTM leadership

Director, Sales Strategy

Product Manager

• Own the end-to-end product strategy and roadmap for Zendesk's internal AI Platform
• Drive platform adoption across vertical AI teams
• Lead the development of Zendesk's A2A (Agent-to-Agent) layer and agent registry
• Conduct internal user research and external industry research to define a forward-thinking roadmap
• Collaborate with stakeholders to translate evolving machine learning and AI platform needs into clear, actionable requirements
• Manage cross-team collaboration, prioritization, and trade-offs

Senior Principal Product Manager

Full-stack Engineer

• Design, implement, and maintain scalable backend services in Go for workflow orchestration, automation logic, and third-party integrations.
• Build and refine frontend features using TypeScript, React, and modern web frameworks, ensuring a seamless and performant user experience.
• Collaborate with product managers and designers to shape product direction and ensure technical feasibility of feature designs.
• Partner closely with frontend and backend teammates to define clear API contracts and system interfaces.
• Drive architecture and design discussions across the stack, contributing to a cohesive and maintainable codebase.
• Champion performance, reliability, observability, and security best practices across the platform.
• Mentor other engineers and contribute to a strong, collaborative engineering culture.

Staff Incident Manager

Senior Strategic Enterprise Account Executive

Accountant – Fixed-Term Contract

Senior Manager, CX Data and Insights

Forward Deployed Engineer

Commercial Account Executive

Sales Engineer

Technical Architect

Partner Sales Executive

Senior Product Sales Specialist – Employee Service

Forward Deployed Engineer

Platform Architect

Director, Sales Strategy

Senior Principal Product Manager

Senior Software Engineer