AI Success Strategist
Zendesk · Greater Rockford Area · 1 mo ago
Sales$118k–$178k/yrFull-time
We need to output HTML fragment with sections only when content present. Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the job description and extract sections.
Let's identify content:
- "Why This Role? Why Now?" maybe part of About the role? Could be considered "About the role". We'll put that under
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the job description and extract sections.
Let's identify content:
- "Why This Role? Why Now?" maybe part of About the role? Could be considered "About the role". We'll put that under About the role
with paragraphs.
- "Mission" maybe part of About the role as well.
- "Overarching Objective For The Role" also part of About the role.
- "How You’ll Make an Impact" maybe part of Responsibilities? Actually "Strategic Responsibilities" is a heading later. So we can treat "How You’ll Make an Impact" as part of Responsibilities.
- Then "Strategic Responsibilities" with bullet points (list). So we can put under Responsibilities
with - each bullet.
- Then "What You’ll Need to Succeed" maybe Skills? Actually that's "Strategic Skills & Expertise". Could be Skills section.
- Then "Qualifications" heading.
- Then "Great to have AI Domain Expertise:" maybe part of Skills or Qualifications? It's additional preferred qualifications. Could be part of Skills.
- Then compensation: "The US annualized OTE (On Target Earnings) range for this position is $118,000.00-$178,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives." That's Pay and Benefits. We need separate sections for Pay and Benefits only if posting actually states them. It does state pay range and mentions bonus, benefits. So we can have
Pay
with paragraph about OTE range and pay mix. And Benefits
with paragraph about eligibility for bonus, benefits, or related incentives. However the text says "This position may also be eligible for bonus, benefits, or related incentives." That's vague but still mentions benefits. We'll include.
- Then there is a lot of boilerplate about Zendesk culture, EEO, etc. Must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip out all that after compensation.
Thus final HTML includes sections: About the role, Responsibilities, Skills, Qualifications, Pay, Benefits.
We need to ensure we don't create empty sections.
Let's craft content.
About the role: combine "Why This Role? Why Now?" paragraph, "Mission" paragraph, "Overarching Objective For The Role" paragraph(s). Also maybe "How You’ll Make an Impact" could be part of About the role but we already have Responsibilities. We'll keep About the role as introductory narrative.
Let's extract paragraphs:
From text:
"Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and builds executive partnerships from day one so AI initiatives start strong and scale predictably."
Next: "Mission You will own end-to-end delivery of customers’ AI roadmaps: translating product capabilities into clear business strategies, defining a long-term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention—while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle."
Next: "Overarching Objective For The Role Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scaleOwn customers’ multi‑year AI roadmap and execute cross‑functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programsDeliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements"
Note there is a missing space after "scale". We'll keep as is but maybe fix slight formatting? We must preserve ALL substantive information; we can keep the text as is, but we could add a space for readability? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. Adding a space is not inventing info, just formatting. Probably okay. We'll keep as is but maybe add a space to avoid run-on. However we must not change meaning. Adding a space is safe. We'll keep original but maybe we can insert a space after "scale". I'd rather keep exactly as given? The instruction says preserve ALL substantive information; adding a space doesn't lose info. It's fine.
We'll produce paragraphs.
Responsibilities: list items under "Strategic Responsibilities". Let's extract each bullet:
- Full Ownership of AI Roadmap Delivery: Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision.
- Design Authority: Serve as the design authority for customers’ AI deployments — lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly.
- Long-term AI Vision & Business Strategy: Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle.
- Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead: Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times.
- Sustain Engagement & Mutual AI Roadmap: Maintain recurring outcome-driven cadences and mutual AI Roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal.
- Channel & Adoption Strategy: Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement.
- Measure and Drive Impact: Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction.
We'll put each as - .
Skills: "What You’ll Need to Succeed Strategic Skills & Expertise" then list bullet points:
- Project & Program Management: Proven ability to orchestrate multi-phase technology adoption projects, managing diverse teams and timelines with clarity and agility.
- Product and Technical Knowledge: Product expert who assesses customers' use case automation potential and technical readiness (generative AI, integrations, authentication), helps craft user journeys and translates features into value. Liaise with ProdDev teams to remove blockers for adoption, implement fixes and provide feedback on (beta) features.
- Business & Strategic Acumen: Demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision-making.
- Consultation & Communication: Strong stakeholder engagement skills—whether customer executives or internal teams—to advance AI adoption and sustain strategic partnerships.
- Analytical & Outcome-Focused: Strong analytical capacity to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans.
- Forward-Thinking & Pragmatic: Visionary in embracing AI’s potential with a grounded, realistic approach to execution—balancing innovation with practical delivery feasibility.
- Responsible AI & Compliance: Confidently advise customers on ethical AI practices, data governance, and compliance considerations — framing use cases within safe, explainable, and policy‑aligned guardrails
We'll put under
Skills
with .
Qualifications: extract bullet points after "Qualifications". Let's list:
- Must have a minimum of 5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
- Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth.
- 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.
- 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.
- Great to have AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform, not necessarily hands-on technical, but sufficient to translate product features into business value and strategic initiatives.
We'll put under Qualifications
with .
Pay: paragraph: "The US annualized OTE (On Target Earnings) range for this position is $118,000.00-$178,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives."
We'll put that as .
Benefits: The text mentions "This position may also be eligible for bonus, benefits, or related incentives." Already included in Pay paragraph. But we could still have a Benefits section maybe just that sentence. However we already included benefits in Pay paragraph. To avoid duplication, we could either keep Benefits section with that sentence, but then Pay paragraph would not mention benefits. The instruction: Prefer a few substantive sections over many thin ones. So maybe combine Pay and Benefits into one Pay section? But they asked to use headings for Benefits, Pay, Schedule if posting actually states them. Since benefits are mentioned, we could have a Benefits section with that sentence. However the Pay paragraph also mentions benefits; we could split: Pay paragraph about OTE range and pay mix; Benefits paragraph about eligibility for bonus, benefits, or related incentives. That seems reasonable and not thin? It's a short sentence but still substantive. We'll do that.
Thus:
Pay
The US annualized OTE (On Target Earnings) range for this position is $118,000.00-$178,000.00 with a pay mix of 70/30 (base/commission). While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.
Benefits
This position
Pay
with paragraph about OTE range and pay mix. AndBenefits
with paragraph about eligibility for bonus, benefits, or related incentives. However the text says "This position may also be eligible for bonus, benefits, or related incentives." That's vague but still mentions benefits. We'll include. - Then there is a lot of boilerplate about Zendesk culture, EEO, etc. Must remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip out all that after compensation. Thus final HTML includes sections: About the role, Responsibilities, Skills, Qualifications, Pay, Benefits. We need to ensure we don't create empty sections. Let's craft content. About the role: combine "Why This Role? Why Now?" paragraph, "Mission" paragraph, "Overarching Objective For The Role" paragraph(s). Also maybe "How You’ll Make an Impact" could be part of About the role but we already have Responsibilities. We'll keep About the role as introductory narrative. Let's extract paragraphs: From text: "Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don’t just embrace this change — we lead it. As visionary architects of our AI-powered Resolution Platform, AI Success Strategists shape and deliver long-term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and builds executive partnerships from day one so AI initiatives start strong and scale predictably." Next: "Mission You will own end-to-end delivery of customers’ AI roadmaps: translating product capabilities into clear business strategies, defining a long-term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention—while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success-planning engagements that create measurable playbooks and milestones early in the lifecycle." Next: "Overarching Objective For The Role Accelerate customers’ time‑to‑value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scaleOwn customers’ multi‑year AI roadmap and execute cross‑functional delivery—aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programsDeliver quantifiable commercial outcomes—protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements" Note there is a missing space after "scale". We'll keep as is but maybe fix slight formatting? We must preserve ALL substantive information; we can keep the text as is, but we could add a space for readability? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. Adding a space is not inventing info, just formatting. Probably okay. We'll keep as is but maybe add a space to avoid run-on. However we must not change meaning. Adding a space is safe. We'll keep original but maybe we can insert a space after "scale". I'd rather keep exactly as given? The instruction says preserve ALL substantive information; adding a space doesn't lose info. It's fine. We'll produce paragraphs. Responsibilities: list items under "Strategic Responsibilities". Let's extract each bullet: - Full Ownership of AI Roadmap Delivery: Lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision. - Design Authority: Serve as the design authority for customers’ AI deployments — lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly. - Long-term AI Vision & Business Strategy: Partner with executive stakeholders to co-create and refine a forward-looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle. - Internal and External Stakeholder Alignment: Dedicate effort to internal cross-functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead: Coordinate and sequence activities, identify and escalate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times. - Sustain Engagement & Mutual AI Roadmap: Maintain recurring outcome-driven cadences and mutual AI Roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal. - Channel & Adoption Strategy: Own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement. - Measure and Drive Impact: Utilize data-driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction. We'll put each asSkills
with- .
Qualifications: extract bullet points after "Qualifications". Let's list:
- Must have a minimum of 5+ years of related experience in Customer Success / Experience, 1+ years of AI related experience
- Previous experience in go-to-customer/GTM roles in enterprise technology / SaaS — either customer success management, professional services/consulting, technical account management, or solutions engineering/pre-sales consulting
- Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention and growth.
- 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.
- 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.
- Great to have AI Domain Expertise: Deep understanding of AI capabilities within Zendesk’s platform, not necessarily hands-on technical, but sufficient to translate product features into business value and strategic initiatives.
We'll put under
Qualifications
with- .
Pay: paragraph: "The US annualized OTE (On Target Earnings) range for this position is $118,000.00-$178,000.00 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives."
We'll put that as
. Benefits: The text mentions "This position may also be eligible for bonus, benefits, or related incentives." Already included in Pay paragraph. But we could still have a Benefits section maybe just that sentence. However we already included benefits in Pay paragraph. To avoid duplication, we could either keep Benefits section with that sentence, but then Pay paragraph would not mention benefits. The instruction: Prefer a few substantive sections over many thin ones. So maybe combine Pay and Benefits into one Pay section? But they asked to use headings for Benefits, Pay, Schedule if posting actually states them. Since benefits are mentioned, we could have a Benefits section with that sentence. However the Pay paragraph also mentions benefits; we could split: Pay paragraph about OTE range and pay mix; Benefits paragraph about eligibility for bonus, benefits, or related incentives. That seems reasonable and not thin? It's a short sentence but still substantive. We'll do that. Thus:
Pay
The US annualized OTE (On Target Earnings) range for this position is $118,000.00-$178,000.00 with a pay mix of 70/30 (base/commission). While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.
Benefits
This position