Zendesk

Product Specialist

• Serve as the analytical and operational cornerstone of Zendesk’s AI Product Specialist sales organization.
• Partner with sales leadership and AI product management to optimize and execute sales workflows.
• Ensure data accuracy across Salesforce CRM and related platforms.
• Build and sustain automation pipelines to streamline data synchronization and reporting.
• Act as a liaison between diverse teams to align sales definitions and operational priorities.
• Monitor adherence to sales processes and compliance standards to maintain integrity during transitions.

Senior Sales Operations Analyst – AI Product Specialists

Account Executive

• Drive top-line revenue growth by acquiring new SMB customers, leveraging innovative and AI-powered strategies for pipeline development and account expansion.
• Manage and nurture customer relationships to ensure high satisfaction and retention by personalizing outreach and automating workflows through AI tools.
• Proactively lead complex sales cycles by integrating AI insights and customer data to craft tailored, outcome-driven solutions for each customer.
• Co-create with customers clear AI transformation roadmaps grounded in measurable KPIs, uncovering and addressing unique business challenges through deep AI-driven insights.
• Develop and articulate compelling, data-backed ROI and value cases that impact procurement decisions and demonstrate clear business impact.
• Hold consultative technical conversations regarding AI product architecture and integrations, collaborating closely with Solutions Engineers, AI Specialists, and cross-functional teams to co-design innovative solutions.

SMB Account Executive

Manager

• Lead and scale the regional consulting team: hire, coach, develop, and retain consultants; build a culture of accountability, customer focus and high performance.
• Own delivery performance and customer outcomes across your portfolio, including, staffing, configuration, design, and customer satisfaction.
• Monitor and drive staffing, billable utilization, capacity planning, and delivery KPIs.
• Surface risks and implement remediation plans to drive retention of ongoing services packages.
• Partner with cross-functional teams to drive customer adoption, expansion and retention.
• Innovate services delivery motions for efficiency, scalability and quality.
• Guide the team through evolving priorities, processes, and organizational shifts while maintaining performance and morale.

Services Consulting Manager

Sales

• Design and execute a vision for a high-growth partner ecosystem across EMEA.
• Drive all new and expansion partner-led revenue initiatives to meet and exceed targets.
• Align with sales leadership to integrate partner motions into broader market expansion goals.
• Build a diverse network of partners that enhances service delivery and customer value.
• Actively participate in high-impact deals and partner development.
• Direct Zendesk’s EMEA sales activities through a robust partner ecosystem, consistently meeting partner-sourced revenue and booking targets.
• Develop and execute long-term sales plans, establishing clear goals, quotas, and performance tracking mechanisms.
• Manage rigorous weekly forecasting and maintain healthy pipeline creation and coverage metrics.
• Partner with Sales and GTM leadership to unify execution and integrate partner motions into the broader regional strategy.
• Onboard and mature relationships across a diverse range of partners.

RVP, Partner Sales

Product Manager

• Collaborate closely with cross-functional teams
• Define OKRs and success metrics
• Advocate for user-centric product development
• Drive execution of new capabilities and enhancements

Principal Product Manager

Procurement

• Guide and influence business and senior leadership through key strategic projects and procurement strategy, focusing on critical vendor management, integration, and informed purchase guidance aligned to Zendesk growth and partner vision.
• Develop, maintain, and validate accurate forecasts for usage, licenses, and capacity for key contracts in collaboration with Engineering, IT, and business units to gather data and identify trends or potential risks to inform contract negotiations and prevent over-commitment or unnecessary costs.
• Lead sourcing strategy, complex negotiations, and vendor diversification for Artificial Intelligence (AI) and Large Language Model (LLM) providers.
• Analyze and optimize AI/LLM consumption, including token usage and capacity planning, to inform contract negotiations and mitigate financial risk.
• Lead end-to-end sourcing execution, including market research, RFx strategy development, and acting as an escalation point for contract negotiations partnering with Legal, Security, and IT.
• Support spend management projects focused on savings, process efficiency, and risk reduction, including total cost of ownership evaluations and pricing audits.
• Implement and manage a multi-vendor LLM ecosystem strategy to ensure diversification, cost efficiency, and performance optimization.
• Drive commercial leverage by maintaining commitment discipline and pursuing flexible renewal cycles with major LLM providers to mitigate market volatility and pricing shifts.
• Collaborate with Engineering and IT to manage the governance layer for internal AI productivity tooling to track seat vs. consumption costs and align model spend with security and legal approvals.

Manager – Strategic Sourcing, Software and Engineering

• Manage the global Travel and Expense program
• Act as the primary lead for key T&E systems and vendors
• Take action on audit remediation
• Lead the Travel RFP process
• Architect and implement scalable process improvements
• Oversee the administration of T&E systems
• Drive the communication strategy for T&E updates
• Partner with Finance, IT, and Legal leadership

Travel and Expense Manager

Full-stack Engineer

• Design, develop, document, test, and deploy standardized solutions
• Integrate Zendesk products and third-party SaaS systems
• Conduct system integration testing and support user acceptance testing (UAT)
• Participate in backlog grooming and sprint planning
• Explore and implement next-generation solutions leveraging AI and machine learning
• Work closely with developers, IT application owners, and business system analysts
• Contribute to sprint retrospectives

Senior Software Engineer

• Define the Vision & Roadmap for the Partner Sales ecosystem
• Optimize the Partner Experience from onboarding and enablement to deal registration, pipeline management, and payout
• Lead the technical strategy and product execution for integrating Impartner with Salesforce, Adobe, and other internal GTM systems
• Identify points of friction in the partner sales motion and build automated, scalable solutions
• Partner closely with Channel Sales Leadership, Revenue Operations, Engineering, and Partner Marketing
• Establish KPIs for partner platform adoption and system performance

Principal Product Manager – Partner Sales

• Utilize Java and Maven/Spring toolchain to work on a trusted backend codebase
• Apply TypeScript and React on an established front-end codebase that users rely on
• Build new capabilities within the platform by leveraging existing systems at Zendesk
• Deploy your code to production, enhancing the experience for millions of Zendesk users
• Collaborate closely with a focused team of experienced engineers—supporting, challenging, and learning from one another
• Partner with the Technical Lead and Product Manager to shape the team’s roadmap
• Foster innovation and contribute to continuously improving the team’s well-being and efficiency

Staff Software Engineer

• Manage the global Travel and Expense program, ensuring alignment with company objectives and financial discipline
• Act as the primary lead for key T&E systems and vendors, specifically Egencia and Brex
• Take action on audit remediation, specifically leading the improvements required from audits
• Lead the Travel RFP process from inception to implementation, managing vendor selection, negotiation, and global rollout
• Architect and implement scalable process improvements to streamline the T&E experience for employees
• Oversee the administration of T&E systems, ensuring tools are optimized for global scale
• Drive the communication strategy for T&E updates
• Partner with Finance, IT, and Legal leadership to ensure the T&E program supports broader business goals
• Provide excellent customer support to our employees as they interact with T&E tools and programs

Recruitment

• Partner closely with senior leaders to shape hiring decisions, compensation, and offer strategy
• Boldly manage stakeholders to ensure tight interview loops and rapid feedback turnarounds
• Spend candidate interactions selling Zendesk's mission and culture
• Collaborate with regional TA peers on global initiatives and employer branding
• Use AI to extract market data and local salary benchmarks
• Identify hiring bottlenecks with clear data

Senior Talent Acquisition Advisor – Sales

People Operations

• Oversee the daily workflow and Zendesk ticket queues for the APAC People Services Total Rewards team to ensure SLAs are met and inquiries are resolved accurately
• Supervise, coach, and mentor Tier 1 and Tier 2 team members, conducting regular 1:1s and quality audits to champion continuous employee performance and development
• Ensure absolute data integrity across Workday and downstream systems by executing rigorous quality control and 'four-eyes' validation checks on all Total Rewards and payroll entries
• Own regional service quality by conducting technical Root Cause Analyses (RCAs) on negative Employee Satisfaction (CSAT) scores, implementing swift process or coaching corrections
• Act as the primary operational point of contact for complex payroll, leave, benefits, and off-boarding queries that require deep local statutory or technical validation
• Govern the internal Knowledge Base (KB), monitoring the accuracy of regional FAQs and macros to drive higher employee self-service and team transactional consistency
• Partner with regional and global project managers to lead system migrations, process standardizations, and new policy rollouts according to global Standard Operating Procedures (SOPs)
• Identify operational friction points across the regional employee journey, leveraging AI-driven solutions and technical tools to simplify workflows

Team Lead, People Services

Technical Program Manager

• Lead and deliver multi-team technical programs that span Product Development and partner functions, ensuring milestones, quality standards and outcomes are met.
• Translate strategy and OKRs into program structure, plans, milestones and measurable success criteria; keep progress visible to stakeholders.
• Build program governance: establish operating cadences, decision forums, escalation paths and clear RACI for cross-functional delivery.
• Identify, track and mitigate risks and dependencies proactively; manage scope and critical path to limit surprises.
• Facilitate alignment and decision-making across partner functions; run workshops, retrospectives and steering committee meetings.
• Produce concise, decision-ready updates and status reporting for various levels of stakeholders.
• Improve program processes and standards; coach teams on planning, risk management and reporting best practices.
• Mentor and partner with other program managers to raise execution standards across the PMO.

Senior Technical Program Manager, Product Development

Customer Success Manager

• Build and foster strong relationships with your portfolio of our largest Enterprise customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation to their end business users.
• Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint account and success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes.
• Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn.
• Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, business reviews, adoption assessments, value narratives, roadmap presentations, etc).

Senior Sales Operations Analyst – AI Product Specialists

SMB Account Executive

Services Consulting Manager

RVP, Partner Sales

Principal Product Manager

Manager – Strategic Sourcing, Software and Engineering

Travel and Expense Manager

Senior Software Engineer

Principal Product Manager – Partner Sales

Staff Software Engineer

Travel and Expense Manager

Senior Talent Acquisition Advisor – Sales

Team Lead, People Services

Senior Technical Program Manager, Product Development

Principal Customer Success Manager