Zendesk

• Own detection, mitigation, and governance of abuse stemming from AI agents across Zendesk’s products and customer integrations. • Lead threat modeling for AI agent features, integrations, and APIs. • Design and prototype mitigation controls in collaboration with engineering teams. • Build anomaly detection rules, telemetry, and behavioral analytics. • Act as a subject-matter expert for investigations involving AI agents. • Collaborate with various stakeholders for compliance and mitigation support.

• 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.

• 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.

• 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.

• We are seeking a Director of Sales Operations, Planning to lead two critical pillars of our go-to-market organization: Territory Planning Operations and Quota Strategy & Operations. • This individual will be instrumental in operationalizing GTM strategy, optimizing performance, and driving alignment across Sales, Marketing, Customer Success, and Finance. • You’ll partner with senior leaders to design and execute scalable, data-driven operating models while ensuring excellence in territory and quota planning, execution, and governance. • As a leader in Territory Planning, you will drive operational rhythm, performance optimization, and cross-functional alignment across the GTM org. • Co-lead annual GTM planning, including headcount strategy, capacity modeling, segmentation, territory design, and budget alignment. • Lead large-scale strategic initiatives, such as: Territory realignment, Market expansion, GTM process redesign. • Partner with Sales Directors, Business Operations Leaders, and worldwide teams to drive planning accuracy and operational excellence. • Drive alignment across Sales, Marketing, CS, Product, and Finance to ensure cohesive execution. • Own the documentation and communication of standard operating procedures across teams. • Identify and eliminate operational bottlenecks; proactively propose scalable solutions. • Own territory management and sales hierarchy changes. • Deliver sales planning insights through operational metrics, reporting, and data quality management to support the rapid growth strategy. • Establish a global quota allocation strategy and drive alignment with regional operations. • Partner with Sales Operations to design quota structures that reflect territory potential, historical performance, and growth expectations. • Ensure quota methodologies are consistent, transparent, and defensible to field leadership.

• 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.

• Build and manage our best-in-class proxy tier servicing billions of HTTP requests per day. • Manage our global CDN platform that ships assets to clients’ browsers efficiently. • Work collaboratively with a niche team of experienced engineers. • Ship code to production and improve the experience of millions of Zendesk users. • Be a second set of eyes for your peers' code, changes and deployment plans. • Use a best-in-class modern technology stack: AWS, Cloudflare, Kubernetes, Terraform, Go, etc. • Use DevOps best practices: we build it, we run it.

• Own and deliver ML-powered product features end-to-end • Work closely with Scientists to productionise research outputs into reliable features • Build and maintain ML infrastructure • Contribute to technical design discussions and architecture decisions • Improve reliability, performance, and cost-efficiency of ML systems • Mentor more junior engineers

• Lead Technical & Business Discovery • Architect AI-Driven CX & ES Solutions • Drive Technical Strategy Through the Sales Cycle • Integrate & Scale • Collaborate & Influence • Measure & Optimize Impact • Champion AI Adoption • Stay Ahead of the Curve

• Define and refine user journeys for employees, managers, and service teams. • Create scalable UI patterns for service discovery, request submission, and fulfillment tracking. • Design and prototype interactions between self-service, knowledge bases, AI-driven recommendations, and workflows. • Work closely with Product Managers, Engineers, and Content Designers to bring concepts to life. • Partner with Service Operations teams (HR, IT, Finance, Facilities) to ensure the catalogue aligns with real-world processes.