Zendesk is looking for a Manager, AI Services Consulting to lead our team delivering AI implementations and optimizations for customers. You will define the strategy, standards, and operating rhythm for AI delivery, ensuring projects are scoped and executed predictably. This role is critical for driving cross-functional alignment to increase adoption, satisfaction, retention, and expansion.
What You'll Do
- Manage and grow a high-performing team of 6–10 AI Services Consultants.
- Set clear strategy, standards, and operating rhythm for AI delivery.
- Ensure the right people are staffed to the right work and projects are tightly scoped and executed predictably.
- Escalate and remove risks and blockers quickly.
- Align with Sales, Customer Success, and Product on customer roadmaps and success metrics.
- Drive continuous improvement in methodology, enablement, and quality.
- Define and evolve the AI Delivery operating model, including methodology, standards, templates, and governance.
- Own capacity, prioritization, and staffing strategy, forecasting demand and balancing utilization versus customer outcomes.
- Drive outcome-based execution and accountability, ensuring high-quality solutions meet timelines, scope, and measurable business impact.
- Lead cross-functional alignment for a unified AI go-to-customer motion with Sales, Customer Success, and Product.
- Develop team capability and product authority at scale through coaching, enablement, and knowledge management.
What We're Looking For
- Fluent in German or French or English (written and spoken).
- 7+ years in Professional Services, Technical Account Management, or Solutions Consulting in enterprise SaaS.
- 2+ years in AI-related roles or working on AI product adoption.
- 2+ years of people management experience leading customer-facing teams (6–10 direct reports).
- Previous experience in go-to-customer/GTM roles in enterprise technology or SaaS (customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting).
- Demonstrated experience using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations.
- Bachelor’s degree in Business, Computer Science, Engineering, or a related field.
- Demonstrated product expertise: ability to translate generative AI features, integrations, and technical requirements into business outcomes.
- Proven cross-functional influence with Product and Engineering; experience surfacing product feedback and driving prioritization.
- Track record of building predictive adoption models, using analytics to forecast churn/expansion and operationalizing mitigations.
- Excellent communication skills; ability to distill complex AI concepts for executives and technical teams.
Nice to Have
- Advanced degrees.
- Certifications in AI strategy or project management.
Team & Environment
You will lead the AI Delivery team of 6–10 direct reports within the Professional Services organization.
Work Mode
This is a hybrid position.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
