The role of the APAC Chief Technology Officer (CTO) is to work with our customers in the region to understand their AI transformation journey and ensure Zendesk’s product roadmap aligns with the market trends so we remain at the forefront of CX and AI innovation. The CTO role must synthesize key product inputs from our customers and prospects, align with our Go-To-Market teams, and influence global product strategy. CTOs are expected to advise or manage major strategic transformational projects the Executive team prioritizes. The APAC CTO will work closely with Corporate Development teams on projects, playing a significant role in one to two transactions annually. The APAC CTO will represent the company on AI and AI-based automation in CX. The role will require a passionate, business-oriented technology leader with extensive CX technology experience and a track record of being an industry thought leader and influencer.
What you will be doing
Drive customer success through the adoption of Zendesk’s products and awareness of our Product vision
Act as executive sponsor for key customers throughout the region, to build a strategic partnership and to share the Zendesk product vision, innovation and roadmap.
Be a critical partner to Corporate Development influencing strategy, identifying targets, performing due diligence, and assisting in integrations
Create unique and differentiated thought leadership content for the company, focused on CX Trends, AI, and data
Establish and build a strong connection with the sales and Go-To-Market (GTM organization to support sales cycles, contribute to marketing campaigns, and develop thought leadership content and delivery speaking with press and analysts relating to our product strategy
Operate across all Products to provide a single point of contact or single view from our Product Organization externally and internally
Synthesize and amplify key product priorities from our regional customers and influence our global product roadmap accordingly
Align with Zendesk’s GTM and Product teams to ensure our messaging reflects our regional priorities based on knowledge gained from APAC customer executives. Support the enablement efforts of our go-to-market teams to influence how they deliver the product vision and CX thought leadership.
Influence our Partnering strategy to ensure we develop regional technology partnerships to expand and complement our product capabilities
Engage in CX communities and relevant networks in the region
How you’ll do it
The APAC CTO role requires a strong technical background with an ability to translate product requirements to business impact from an end-customer perspective.
Another core skill for this role is being able to gain instant credibility with executives at both prospect and customer accounts. Whether in-person, via conference call or on video, this role requires a confident presentation style which is both engaging and conversational.
Actively engage across the Zendesk customer lifecycle process and partner with the extended sales teams to help customers evolve, expand and renew. Being well connected with the sales organization at all levels (from individual contributor up to top management) is key to success since the opinion of the "field" is what will ensure engagement in the most important opportunities.
The APAC CTO must also build a strong connection with Zendesk’s GTM, Product and Engineering teams globally.
What you bring to the role
Innovative and results driven with 10+ years CX experience in an executive capacity at a medium or large organization with leading customer service capabilities
A strong product development background, coupled with AI expertise
Strong collaborator that works well cross-functionally, across both global and regional teams
Demonstrated ability to work in a rapidly changing and competitive environment
Passion for both product and customers with an ability to lead cross-functional teams to connect the dots between them
Gravitas to engage with C-level executives (CX, CS, IT, Operations) 1:1 and in group settings
Systems thinking — seeing possibilities in complexity, creating frameworks to make decisions and structuring projects to pursue ambitious goals
Ability to manage through inspiration and influence, making things happen beyond your own team
Technical degree or equivalent work experience, MBA desired but not required
Translate both business and technical requirements into product development plans
Fluent written and spoken English plus additional APAC languages an advantage
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.
