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Own the NSW enterprise territory by selling Zendesk’s AI-driven service platform to Australian government agencies and nonprofits. Responsibilities include prospecting, managing proof-of-concept initiatives, leading complex multi-year sales cycles, negotiating agreements, closing strategic deals, advising C-suite stakeholders, and collaborating with product, engineering, and leadership teams. The role requires consultative selling, strong relationship-building, business-case development, and the ability to translate technical capabilities into customer and business value.

Owns new-business sales to large enterprise customers, managing complex opportunities from prospecting through negotiation and close. Builds executive relationships, develops business cases, positions Zendesk’s service and AI solutions, coordinates cross-functional specialists and partners, maintains forecasts and CRM accuracy, and ensures effective post-sale handoff. Requires consultative selling, enterprise SaaS experience, commercial judgment, AI literacy, and success delivering measurable growth outcomes.

Build and advance production AI agent systems for customer service, including planning, memory, tool dispatch, multi-agent coordination, reinforcement learning infrastructure, evaluation pipelines, and enterprise-scale guardrails. Own both the scientific and systems aspects of training domain-specialized language models, hardening continuous evaluations, and preventing agent failures such as prompt injection, tool misuse, hallucinations, and cascading actions.

Leads the ML organization developing Zendesk Custom Agents, setting strategy, managing and mentoring engineers and scientists, and delivering production generative AI systems. Oversees agent reasoning, tool use, knowledge grounding, evaluation, reliability, safety, latency, and cost optimization. Partners across Product, Engineering, Design, Security, and Science to establish quality standards, monitor production performance, and connect ML improvements to measurable customer outcomes.

Drive partner-led CCaaS growth across EMEA and APAC by recruiting, onboarding, and scaling strategic partners. Lead co-selling motions, commercial opportunities, partner enablement, packaged offerings, forecasting, and performance reviews. Translate Zendesk AI and contact center capabilities into partner use cases and revenue opportunities while collaborating with Sales, Marketing, Product, Engineering, Solutions Consulting, and Customer Success teams.

Manage the full renewal lifecycle for a portfolio of SaaS customers, partnering with Sales, Customer Success, and Revenue Operations to drive retention. Analyze customer health, usage, and account data; conduct value-focused outreach; support quotes, pricing, contracts, forecasting, and CRM accuracy; identify expansion opportunities; and improve renewal workflows and playbooks.

Manage strategic enterprise customer relationships and help clients maximize value from Zendesk solutions. Document technical ecosystems, develop customer roadmaps, conduct operational and business reviews, coordinate internal resources, resolve critical issues, and advocate for customer needs. Translate business objectives into technical solutions, drive measurable ROI, and align stakeholders across complex SaaS implementations, integrations, workflows, and architectures.

Qualify high-volume inbound leads, identify valuable sales opportunities, and pass qualified prospects to Account Executives. The role supports new business growth across LATAM through consultative communication, upselling, cross-selling, CRM management, and achievement of sales targets. Candidates should demonstrate strong communication, customer-centricity, curiosity, initiative, and a desire to build a sales career. The position requires physical location in Mexico City or Estado de Mexico and follows a hybrid work model.

Provide technical support and guidance to Zendesk Premier customers, owning issues through resolution and advising on APIs, frameworks, SDKs, architecture, and SaaS solutions. Coordinate escalations, service incidents, communications, and cross-functional response efforts. Build trusted customer relationships, manage competing priorities, mitigate risk, and communicate product guidance and best practices. The role supports English-speaking customers and requires occasional after-hours or weekend availability, with limited travel to customer meetings.

Create and produce social-first content for Zendesk across LinkedIn, X, YouTube, and emerging platforms. Develop graphics, carousels, animations, videos, copy, executive thought-leadership content, and campaign concepts. Collaborate with brand, product marketing, PR, communications, and social teams, manage creative projects and timelines, use AI tools responsibly, and refine content through analytics, testing, and audience feedback.