Owns the performance and evolution of AI-powered Support and Claims automation. Responsibilities include monitoring workflows, tuning prompts and logic, building evaluations and regression tests, improving Zendesk routing and agent-assist tools, integrating live APIs into bots, tracking automation metrics, and partnering with Engineering on advanced AI capabilities.

Own a named portfolio of 25–50 Fortune 500 accounts across prospecting, enterprise sales, onboarding, enrollment adoption, expansion, and renewal. Build strategic account plans, manage complex stakeholder relationships, lead RFPs and negotiations, forecast multiple pipelines, and partner with implementation, customer success, marketing, product, and finance teams. Maintain executive-level relationships while driving durable, multi-year revenue growth.