AI Solutions Consultant: Drive Rapid Customer Value

Zendesk, Inc.; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Zendesk, Inc. is seeking an AI Services Consultant to drive adoption and optimization of Zendesk AI solutions for enterprise customers.

You will guide configurations, integrations, and design choices, acting as the AI technical expert and trusted advisor throughout the project lifecycle. You will lead end-to-end delivery, coordinate with Customer Success and Sales, and ensure measurable business impact from initial deployment through scale.

Qualifications

• Must have 3+ years of related experience in Consulting / Professional Services.
• Experience in go-to-customer/GTM roles in enterprise technology / SaaS.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field; advanced degrees; certifications in AI strategy or project management preferred.
• Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction.
• Fluent in English.
• Deep understanding of REST APIs and working with large JSON bodies.
• Python and SQL experience is preferred.
• Demonstrated experience in using adoption and health analytics to build predictive models and forecasts for churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth.
• Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes.
• Excellent program management and cross‑functional influence skills.
• Familiarity with emerging AI trends is a plus.
• Ability to distill complex AI concepts for diverse audiences, especially executive stakeholders.

Responsibilities

• Provide expert advice on the implementation and optimization of Zendesk AI products, ensuring customers leverage the full capabilities of the technology to meet their business goals.
• Facilitate change management processes and deliver consultative sessions to ensure smooth adoption and integration of AI solutions within customer organizations.
• Accountable for the timely and successful delivery of AI projects, meeting or exceeding customer expectations and maintaining high standards of quality.
• Maintain high levels of customer satisfaction, contributing to customer retention and potential upsell opportunities.
• Work closely with internal teams, including Customer Success and Sales, to ensure alignment on the customer’s AI Roadmap and address any technical challenges that would block the customer from adopting AI.
• Ensure that AI solutions are effectively aligned with customer business goals, resulting in measurable improvements in customer experience and AI Adoption.

Skills

Consulting

Project Management

Communication

AI Knowledge

Agility

Problem-Solving

Continuous Learning

Education

Bachelor's degree in Business/CS/Engineering or related field

Advanced degrees

Certifications in AI strategy or project management

Tools

REST APIs

JSON

Python

SQL

Job description

Zendesk, Inc. is seeking an AI Services Consultant to drive adoption and optimization of Zendesk AI solutions for enterprise customers.

You will guide configurations, integrations, and design choices, acting as the AI technical expert and trusted advisor throughout the project lifecycle. You will lead end-to-end delivery, coordinate with Customer Success and Sales, and ensure measurable business impact from initial deployment through scale.