Scaled Programs & Enablement

• Influence, develop, and help deliver 1:many digital engagement motions including webinars, campaigns, office hours, and self-serve content in partnership with Digital Programs.
• Partner with CX Enablement and CX Programs to ensure Core CSMs, Services, and internal teams have the knowledge, playbooks, and collateral to support ES customers effectively.
• Contribute to improving internal and customer-facing ES documentation, guides, and best practice materials.

Cross-Functional Collaboration

• Work closely with Professional Services during onboarding to ensure ES requirements, SLAs, workflows, and cross-departmental needs are clearly defined.
• Partner with Product by providing insights, prioritized customer feedback, and trends that help shape the evolving ES roadmap.
• Collaborate with Sales and Renewals to help customers realize value that strengthens retention and expansion.

Advocacy & Value Realization

• Act as a voice of the customer for Employee Service needs and improvements.
• Highlight ROI through data-led insights, benchmarking, and operational storytelling.
• Support Quarterly Business Reviews or value sessions to demonstrate adoption progress and outcomes tied to ES use cases.

Qualifications

• 7+ years of experience in Customer Success, ITSM/ITAM, IT Operations, HR Service Delivery, Professional Services, or Technical Account Management within enterprise SaaS
• Strong understanding of internal service delivery models (IT, HR, Finance, Operations, and general Employee Experience teams)
• Demonstrated experience driving adoption and optimization of SaaS platforms, ideally within ITSM/ITAM, service management, or employee experience tooling
• Excellent advisory and consulting skills, with the ability to engage confidently across service leaders, technical administrators, and executive stakeholders
• Strong communication, facilitation, and influencing abilities across both customer and internal teams
• Familiarity with ITIL or internal service management frameworks preferred
• Experience with data storytelling, value mapping, and outcome-based customer engagement
• Bachelor’s degree in business, information systems, computer science, or related field preferred

The Intelligent Heart Of Customer Experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.