Job Description
At Zendesk we are looking for a AI Product Consultant & Pilot Implementation (Pre-Sales) to lead pilot engagements end-to-end to prove the value of Zendesk AI through technical configuration, integration and validation against success metrics.
About the role
* This role sits at the critical intersection of technology and strategy in the pre-sales cycle; on one hand, you will be hands-on in building and implementing pilots using our latest AI tools, whilst on the other, you will ensure pilots directly address strategic business outcomes for our customers (e.g. reducing support costs, improving quality of service) and align with our sales strategy to accelerate time to signature for commercial agreements.
* By rapidly delivering working pilots for high-value strategic customers, our team proves the art of the possible in a live (real world) scenario to advance adoption and de-risk investment decisions.
* Working in direct collaboration with our Sales team, the AI Product Consultant performs a high impact role directly on the frontline building trust and credibility by aligning Zendesk’s AI offerings with the prospective customer’s specific challenges and goals.
As a AI Product Consultant you will:
* Own pilot discovery, scoping and delivery
* Partner with the account team (e.g., Sales, Solutions Consulting and Customer Success) throughout the engagement
* Collaborate with customers to optimise the building blocks for successful AI adoption (knowledge, on Messaging not Chat, procedures, data) - “readiness”
* Configure AI product features and build integrations as needed
* Coordinate with PS resources as required for additional support and complex integrations
* Interface with Product to flag feature dependencies and request assistance to manage product gaps
* Own the design of strategies to ensure effective testing and quality assurance of AI agents & Copilot to obtain customer acceptance / sign-off for launch
* Collaborate with Sales teams to manage stakeholder relations and expectations at the account level
* Evaluate pilot performance, track and report on outcomes against success metrics
* Maintain documentation for hand-off post-pilot
* Be a product expert and super-user first, maintain deep understanding of the entire Zendesk product suite, with emphasis on AI agents and Copilot
What You Bring To The Role:
* A start-up mindset, agility to adapt to rapid product evolutions and react with urgency to solve new challenges for customers
* Strong Zendesk product knowledge and customer-facing skills
* Highly technical (some basic coding skills), comfortable collaborating with customers at pace to build solutions
* Experienced in project management (structured delivery), relationship management and enterprise SaaS or AI implementations “Can do it themselves but also lead a team of implementers”
* Proactive, outcome-driven mindset
* Excellent communication and storytelling ability to articulate both technical details and business outcomes (written and verbal)
* Demonstrated experience in change management for enterprise SaaS/AI programs (e.g., ADKAR/Prosci-style methods)
* Strong facilitation and communication skills to drive executive alignment, frontline enablement, and post‑pilot handoff
* Evidence of accelerating adoption/time‑to‑value through structured change and training plans
Your Success Metrics in this role:
Commercial Impact
* Pilot Conversion Rate (% / # of pilots that successfully convert to signed commercial deals)
Customer Impact
* Percentage of tickets (human workload) fully automated (AI Agents) or augmented (Copilot)
* Customer Stakeholder Satisfaction (feedback from customer stakeholders at pilot completion)
Operational Excellence
* Time-to-Value (average time from pilot kick-off to signed commercial deal)
* Risk & Dependency Management (effective mitigation of risks and dependencies without escalations)
Scalability
* Reusability of Assets (% of procedures, components, workflows or integrations that can be reused across future pilots)
* Knowledge Transfer (quality of handover to PS / CS teams for scaling post-pilot)
* Innovation Contributions (No. of new solution approaches, clearly articulated product feedback, or best practices identified through pilots)
At Zendesk we embrace a flexible working model that empowers our team to balance productivity and wellbeing. We encourage everyone to visit the office once a week to connect, collaborate, and take advantage of our amazing in-office perks — from great coffee and inspiring workspaces to social events and team lunches. It’s the best of both worlds: flexibility when you need it, and community when you want it.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.