Staff Domain Expert, Customer Support

📋 Description

• • Serve as the primary domain expert for Workato’s Customer Support AI agents and apps, translating deep knowledge of customer experience (CX), service operations, and support workflows into production-grade AI solutions that drive measurable customer outcomes.
• • Lead end-to-end discovery and capture of AI use cases in Customer Support by engaging directly with customers, collaborating with field teams, and conducting internal research to build a library of high-value AI applications across support, service delivery, and CX functions.
• • Author detailed Product Requirement Documents (PRDs) for Customer Support AI agents and apps, guiding concepts from initial ideation through design partner validation to full production deployment.
• • Conduct targeted AI workshops with top Customer Support accounts to accelerate adoption of AI agents, co-create production-grade use cases, and generate referenceable customer success stories.
• • Partner with internal teams including Product, Engineering, Sales, and Customer Success to ensure customer insights directly inform product development and go-to-market strategy, positioning Workato as the leading example of AI transformation in service operations.
• • Collaborate with Sales and Customer Success to identify, position, and land Customer Support AI use cases within enterprise accounts, directly supporting pipeline generation and expansion opportunities.
• • Develop Customer Support-specific AI thought leadership, including point-of-view (POV) content, customer case studies, and industry narratives that demonstrate Workato’s impact on CX and service organizations.
• • Work with Field Readiness to build sales enablement materials, messaging frameworks, and training programs tailored for CX, ITSM, and service operations buyers and influencers.
• • Act as a trusted advisor to enterprise customers, engaging at the VP, Head of Support, and ITSM leadership levels to understand pain points, align AI solutions to strategic goals, and drive adoption.
• • Continuously iterate on AI agent designs based on real-world customer feedback, operational data, and evolving support workflows to ensure solutions remain relevant and high-impact.
• • Maintain deep familiarity with leading Customer Support technologies including Salesforce Service Cloud, Zendesk, ServiceNow, Intercom, and Freshdesk, and leverage this knowledge to design integrations and automation workflows.
• • Stay current on advancements in AI tools, large language models, and agentic workflow platforms, applying this knowledge to enhance Workato’s AI capabilities and customer value proposition.
• • Operate with an ownership mindset, driving initiatives from concept to deployment without reliance on handoffs, ensuring seamless execution across teams and functions.
• • Prioritize velocity over consensus, rapidly testing and iterating on ideas to identify and act on the highest-growth opportunities rather than waiting for full alignment.
• • Maintain a customer-first orientation, ensuring every AI use case is rooted in a real customer problem and delivers tangible outcomes over superficial features.
• • Build new playbooks and frameworks in ambiguous environments, creating scalable approaches where none exist rather than adapting to legacy processes.
• • Communicate with authority and credibility to senior enterprise buyers, holding strategic conversations with VPs of CX, Heads of Support, and service leaders as an equal peer.
• • Think at a 10X level, identifying bets that transform customer value rather than pursuing incremental improvements to existing workflows.