CTO, APAC

Job Description

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