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Principal Ai Specialist, Customer Success
3 weeks ago
The _AI Specialist, Customer Success _role is a dynamic customer advisory role responsible for getting customers to business outcomes as fast as possible using our cutting-edge Zendesk AI solutions.
The overarching objective of the AI Specialist, Customer Success is to ensure Zendesk customers realize business value and outcomes from their investment in Zendesk's Advanced AI Agents. This role will work across a customer's organization, from a CXO-level down to senior customer experience leaders, administrators running Zendesk solutions as well as ProdDev teams. When our customers realize value and succeed, Zendesk succeeds. The AI Specialist, Customer Success is a specialist function and key enabler of our customers' success and Zendesk's company growth aspirations, with AI being the key driver.Â
To achieve these goals, the mission of the AI Specialist team will be to:
- Drive AI adoption through outcome-driven engagement throughout the customer's journey and by being a product expert using Zendesk's Advanced AI Agents
- Be the AI specialist partner in Success for the Customer Success organisation, functioning as an internal business partner and driving AI adoption into overall success planning
- Work hand in hand with Customer Success, Professional Services and ProdDev to ensure customers are realising value with AI
**JOB RESPONSIBILITIES**
- Overarching objectives of the role include the following:
- Proactive customer health management through intentional, outcome-driven customer engagement
- Collaborating closely with Zendesk customers and colleagues, particularly Zendesk Customer Success Managers, to accelerate AI adoption and customer value realization
- Cultivating, strengthening, and accelerating growth of Zendesk customer relationships
- To deliver on those three overarching objectives, AI Specialists, Customer Success will:
- Be a product expert and develop a comprehensive understanding of how Zendesk's Advanced AI Agents can be used to create value for customer service teams and in Zendesk CRM, how Zendesk's AI Agents complement and interact with other products in Zendesk's suite.Â
- Deliver a world-class customer experience anchored on getting our Zendesk customers to value as quickly as possible '” Partner with Professional Services by engaging in customer onboarding by helping to define objectives, project scope and minimizing time-to-value. Ensure continued engagement after launch.
- Drive, enable and remove obstacles to adoption of Zendesk's Advanced AI Agents '” Keep engagement high through recurring outcome-driven engagement, committing to mutual Success Plans with each customer, outlining strategic goals, mutual initiatives, what measured success looks like, and a roadmap of future projects to drive solution sophistication, maximize value and secure renewal.
- Tirelessly advocate for the Zendesk customer across the ecosystem, including bringing prioritized & data-driven customer feedback and insight back into the Zendesk product development team.
- Deliver a heightened customer experience through proactive engagement and communication with the customer, both written and verbal. Provide prescriptive best practices, resources, expertise and continuously link customer adoption to quantified/qualified customer value & business outcomes.
- Develop strong relationships with customer leaders at all levels of an organization '“ from CIO and business leaders to IT experts, professionals and architects
- In addition to core customer-facing responsibilities above, AI Specialists, Customer Success must also be able to:
- Forge tight relationships with the rest of the Zendesk customer account team '” including customer success, sales, support and professional services. Provide regular internal reporting on automation, product adoption, and account health KPIs, and develop strategies to improve them. Uncover and qualify expansion opportunities and work closely with Account Executives on closing them.
- Understand all aspects of overall customer health and know how to proactively manage health '“ Work closely with the account's Customer Success Manager to understand overall success plan status, relationship strength, product adoption/usage/currency, level of engagement, NPS and customer experience-metrics
- Learn and understand new software solutions in the customer experience space, particularly those leveraging AI. Previous experience in the customer experience space ideal.
- Be able to liaise with technical teams, both internally and externally, including testing and providing feedback on beta features, troubleshooting technical challenges (i.e. product, CRM integrations, APIs) and collaborating with Product to implement fixes.
- Track all engagement and touchpoints with accounts and provide continuous, unbiased intelligence on the status of customer's overall health.
**QUALIFICATIONS**
- Must have a minimum of 12+ years of related experience in Customer Success / Experience
- Previous expe
