Teams at Zendesk

Lead growth analytics for Zendesk’s product-led growth motion, guiding a team of analysts and partnering with Product, Engineering, Sales, Marketing, and Data teams. Define funnel metrics, measurement plans, experiments, and instrumentation across acquisition, activation, conversion, retention, and expansion. Analyze customer behavior using segmentation, cohorts, funnels, experimentation, and statistical methods. Improve self-service reporting, dashboards, metric definitions, reusable datasets, and analytics capabilities while coaching analysts and influencing senior stakeholders.

Designs and leads scalable contact center architectures using Zendesk, Amazon Connect, and AWS. Defines modernization strategies, oversees integrations, governance, security, and compliance, and mentors presales specialists. Supports discovery, solution design, demonstrations, proofs of concept, presentations, and technical documentation. Collaborates with business leaders, IT teams, vendors, and partners while driving innovation in omnichannel, AI-enabled customer service technologies.

Own enterprise customers’ AI adoption roadmaps from deployment through expansion. Advise executives on AI strategy, coordinate Product, Services, Sales, Success, and partners, and lead solution design, implementation support, and risk escalation. Track adoption, automated resolution, retention, and expansion metrics to drive measurable outcomes. Develop success plans, promote responsible AI and compliance, and translate Zendesk AI capabilities into sustainable business value.