Zendesk

• 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. • Using Large Language Models (LLMs) 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 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.

• Own end-to-end delivery of customers’ AI roadmaps • Lead structured discovery and success-planning engagements • Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions • Maintain recurring outcome-driven cadences and mutual AI Roadmap • Serve as the Engagement Lead and coordinate activities with internal cross-functional teams • Provide quantifiable commercial outcomes while protecting renewals and driving account expansion

• Design and lead secure, highly available cloud architectures primarily on AWS • Architect identity and access management solutions, including federated authentication, multi-factor authentication, and customer identity and access management (CIAM) • Drive best practices in designing event-driven, serverless applications with AWS Lambda, API Gateway, EventBridge, SQS and other AWS Services • Design scalable data engineering platforms for ingestion, normalization, enrichment, and API-driven data integration leveraging AWS services such as RDS, DynamoDB, S3, Glue, Athena and ETL frameworks • Plan and govern integration strategies for cloud contact center solutions like Amazon Connect with backend systems • Enforce cloud security measures focusing on encryption, audit logging, GDPR/CCPA/FedRAMP compliance, and the principle of least privilege via IAM • Define and implement Infrastructure as Code (IaC) using Terraform and AWS CloudFormation to automate provisioning and configuration • Lead development and maintenance of reusable IaC modules and best practices for scalability, security, and compliance • Collaborate with DevOps teams to integrate IaC pipelines into CI/CD workflows for repeatable and auditable deployments • Review and enforce standards related to IaC code quality, security policies, and version control • Collaborate with cross-functional teams to translate business needs into secure, scalable cloud and data solutions • Evaluate emerging AWS cloud technologies to improve architecture and operational efficiency • Produce architecture documentation including design decisions, tradeoffs, and security controls • Communicate complex technical concepts effectively to technical and non-technical stakeholders

Role Description Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences. We’re seeking a proactive and entrepreneurial Senior Product Counsel to support our global AI products. In this role, you will enable growth and mitigate risk for a technology platform that is leading in the AI transformation space. - Provide Strategic Guidance: - Balance legal expertise with creative problem-solving to deliver risk-calibrated advice to our business leaders. - Make decisions quickly and efficiently to advance company goals. - Shape AI Strategy & Compliance: - Navigate complex issues around building and selling AI software. - Comply with an evolving global patchwork of AI safety laws. - Collaborate with privacy colleagues to comply with longstanding global privacy laws. - Empower Sales & Marketing: - Support AI trust and customer enablement initiatives. - Collaborate with Commercial Legal to leverage compliance as a tool to accelerate customer deals. - Engage with Regulators and Industry Groups: - Act as a key liaison with relevant AI regulatory authorities. - Collaborate with industry groups to develop regulatory engagement goals and strategy. - Foster Internal Innovation: - Champion AI adoption within the legal department. - Apply technology creatively to improve legal review processes. - Educate & Communicate: - Translate complex legal requirements into clear, actionable insights for company leadership and stakeholders. - Mentor & Lead: - Guide junior colleagues, fostering overall team growth and development. Qualifications - Strong understanding of the global regulatory environment, ideally with experience applying the EU AI Act, GDPR, CCPA, and HIPAA. - A track record of building trust with product and engineering teams by combining legal expertise, data-driven analysis, and practical problem-solving. - The ability to see the big picture and prioritize impactful, practical ways to support company goals. - Decisive and action-oriented with a single-owner mentality. - Ability to prioritize and manage multiple projects in a fast-paced environment. - Proven ability to adjust strategies as company goals, legal landscapes, and risk tolerances evolve. - Strong communication and relationship-building skills. - Interest in continuously learning and growing. Requirements - 7+ years of legal experience, with at least 3+ years in-house, preferably at a global technology company. - Licensed to practice law in your jurisdiction. Preferred Qualifications - Experience advising AI and/or software product development teams. - Experience and interest in using AI technology to optimize processes and solve problems. Benefits - The US annualized base salary range for this position is $259,000.00-$389,000.00. - This position may also be eligible for bonus, benefits, or related incentives.

• Set the Product Security Vision and Operating Model • Define and drive Zendesk’s product security strategy across our products, AI capabilities, platform services, APIs, integrations, and developer ecosystem. • Build a roadmap that reduces customer-impacting risk, improves engineering velocity, and establishes clear outcomes, metrics, and accountability. • Partner with leaders across Product, Engineering, AI, Infrastructure, Privacy, Legal, and GRC to align security priorities with business strategy and customer trust. • Lead with Technical Credibility • Serve as a senior technical authority on product security for SaaS, cloud-native, and AI-enabled systems. • Engage directly in high-risk architecture reviews, threat modeling, vulnerability analysis, and incident remediation decisions, helping teams make pragmatic trade-offs across identity, authorization, API security, encryption, tenant isolation, and secure design. • Build Secure-by-Design Systems • Shift product security from reactive review to secure-by-design engineering by driving reusable patterns, paved roads, automation, platform controls, and developer self-service. • Strengthen secure SDLC practices and improve security tooling coverage across code, dependencies, APIs, infrastructure as code, and CI/CD pipelines. • Secure AI and Agentic Product Surfaces • Partner with AI and product engineering teams to identify and mitigate risks in AI agents, copilots, LLM integrations, retrieval systems, and autonomous workflows. • Define secure design principles for authorization, action scoping, auditability, human oversight, data minimization, model/provider boundaries, and abuse prevention. • Own Product Vulnerability Management and Response • Own the full lifecycle of product vulnerability management and security response, from discovery and prioritization through remediation, validation, customer-impact assessment, and durable prevention. • Leverage automation and AI-assisted analysis to identify, triage, and remediate vulnerabilities across Zendesk codebases, while partnering on bug bounty reports, customer-reported issues, external penetration testing, and product security incidents. • Build and Develop a High-Performing Team • Lead, mentor, and grow a global high-performing Product Security team, including managers and senior technical ICs, with the technical depth, strategic judgment, and cross-functional influence needed to support Zendesk at scale. • Build a rigorous, pragmatic, inclusive culture that is trusted by Engineering and helps accelerate secure product delivery. • Communicate Risk Clearly • Translate complex technical risks into clear business, customer, and engineering trade-offs. • Provide crisp metrics, trends, and recommendations to executive leadership, and support customer trust conversations, security reviews, RFPs, and enterprise escalations with credible product security expertise.

• Own epic-level work end-to-end, including technical design, scoping, and quality assurance in partnership with cross-functional leadership. • Design and deliver scalable, enterprise-grade solutions while balancing technical trade-offs across performance, cost, and reliability. • Contribute code across the stack using Ruby, Java, React, and TypeScript to evolve existing services and build new platform capabilities. • Champion engineering best practices, including code reviews, testing, and deployment standards across the team. • Actively monitor platform reliability, observability, and security; drive incident response and root-cause analysis. • Mentor junior engineers and share technical knowledge to help raise the engineering bar across the wider group.

• 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.