AI Partner Success & Enablement Manager

Job Description

About Zendesk

Zendesk is a global leader in AI-powered customer service solutions, committed to helping businesses around the world deliver seamless and extraordinary customer experiences. We recognize the power of partnerships in amplifying our impact and driving innovation. Our Partner Success and Enablement teams are at the forefront of this mission, empowering our partner ecosystem with the knowledge, skills, and tools to successfully implement and scale Zendesk AI products.

The Opportunity

We’re seeking a dynamic, technically proficient, and highly collaborative AI Partner Success & Enablement Manager to join our growing team. This blended role combines AI partner success management with core partner enablement responsibilities, giving you the unique opportunity to lead partner onboarding, training, certification, and ongoing support, while also architecting and scaling global enablement programs.

If you thrive on building trusted relationships, delivering impactful technical education, and driving partner excellence through data-driven certification and enablement initiatives, this role is for you.

What You’ll Do

Partner Enablement & Training

• Collaborate with internal product teams and Partner Enablement counterparts to design, develop, and continuously refine training curricula and enablement content for partners on Zendesk products and customer success frameworks. While AI will be a primary focus, this includes the entire Zendesk portfolio of products.

• Lead the delivery of high-impact workshops, webinars, and hands-on training sessions globally—both virtual and in-person—tailored to diverse partner audiences and skill levels. 

• Evangelize Zendesk’s Customer Success Framework, ensuring partners understand and can apply best practices to customer onboarding and AI solution deployment.

• Drive enablement programs that encompass technical skills, sales readiness, and customer success methodologies to maximize partner proficiency and autonomous delivery.

Certification & Quality Assurance

• Develop and maintain a rigorous certification program that sets clear competency benchmarks for AI product implementation and customer success excellence.

• Evaluate partner readiness across the Zendesk product portfolio through assessments, technical evaluations, and project reviews, enforcing certification requirements to uphold solution quality.

• Manage certification lifecycles, including periodic reassessments, compliance monitoring, and proactive partner re-engagement to maintain certification standards.

• Act as a guardian of quality by identifying skill gaps, recommending remedial training, and, if necessary, suspending certification to maintain partner network integrity.

Ongoing Partner Success & Technical Support

• Serve as a primary Subject Matter Expert (SME) for partner-facing AI product inquiries—providing expert recommendations, troubleshooting support, bot inspection and evaluation, and escalation management through channels like Slack Partner Community and Zendesk internal systems.

• Conduct implementation reviews for complex partner-led customer projects, delivering actionable insights and ensuring success criteria are met.

• Collaborate closely with Partner Sales Executives and Solution Consultants to support pre-sales engagements and enable joint success in deals involving AI technology.

• Collect and synthesize partner feedback to inform product teams, influence roadmap, and enhance training materials and support resources.

Program & Relationship Management

• Own the planning, execution, and continuous improvement of partner enablement programs, tracking key performance indicators (KPIs) such as partner certification rates, training completion, project success, and partner satisfaction.

• Build and maintain strong, trusted relationships across partner organizations, helping them navigate Zendesk’s AI platform journey successfully.

• Coordinate cross-functionally with Marketing, Product, Sales, and Support teams to align partner enablement initiatives with overall business goals and strategy.

What You’ll Bring

Experience & Qualifications:

• 3+ years in a partner-facing role that combines technical consulting/support, customer success, and/or partner enablement, ideally in SaaS, cloud, or AI solution environments.

• Strong understanding of customer support processes, AI technology applications in customer service, and partner/customer success frameworks.

• Proven ability to design, develop, and deliver technical training—including certification programs—to diverse audiences.

• Experience managing partner relationships and driving partner adoption and proficiency at scale.

• Comfortable working in a fast-paced, evolving environment with multiple competing priorities and stakeholders.

Technical Skills:

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience preferred.

• Hands-on experience with RESTful APIs, JSON, and backend programming languages (Python, Ruby, C#, Java, Node.JS) is a strong plus.

• Familiarity with frontend technologies (JavaScript, React, Vue.JS, Angular) beneficial.

• Proficient with tools for virtual training delivery, e-learning content creation, and partner support platforms.

Core Competencies:

• Excellent communication and public speaking skills—able to articulate complex concepts in a clear and engaging manner.

• Strong organizational skills and attention to detail.

• Demonstrated consultative and project management skills.

• Proactive mindset with problem-solving orientation and a collaborative team player attitude.

• Willingness and ability to travel internationally for partner enablement workshops and events as business needs require.

Why Join Zendesk AI?

• Innovative Work: Influence the adoption and success of cutting-edge AI technologies in customer service.

• Growth Mindset: Join a fast-growing team with abundant opportunities for professional development and leadership.

• Collaborative Culture: Thrive in an inclusive, supportive environment that values teamwork and shared success.

• Global Impact: Work with a diverse partner ecosystem spanning multiple regions and industries.

Ready to Make an Impact?

If you are passionate about partner success, technical enablement, and AI-driven customer service transformation, we want to hear from you. Join Zendesk AI and empower our partners to deliver exceptional experiences powered by innovative AI solutions.

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