In Zendesk's words:
Zendesk builds software for better customer relationships. We empower organizations to improve their customer engagement and better understand their customers.
Zendesk was built upon a simple idea: make customer service software that’s easy to use and accessible to everyone. We have expanded on that idea, and now offer a growing family of products that work together to improve customer relationships, and can be embedded and extended through an open development platform.
TL;DR - Key Facts
5 SDKs for Android, iOS, and Unity.
Used in over 8000 mobile apps globally.
7 x Chat SDK growth. 2 x Support SDK growth.
2 Engineering teams.
Product Manager, Mobile SDKs
Jun 2016 - Present
Zendesk's Mobile SDKs bring the power of the Support and Chat products to mobile apps, helping Zendesk's customers to build great relationships with their users.
As the Product Manager, I am responsible for the vision and strategy for our SDKs, and working with world class Design and Engineering teams to make that vision a reality. Since taking the role, adoption of all Mobile SDKs has grown significantly, including 7x year on year growth for usage of the Chat SDK and a doubling of Support SDK adoption. The quality and content of each SDK has improved markedly.
We've also partnered with Google Fabric to distribute the Support SDK even further. We're on an exciting mission to build best in class developer tools for support and engagement in mobile apps. Keep your eyes peeled.. the best is yet to come!
Interim Product Manager, Support Apps
Mar 2017 - Jul 2017
Zendesk has android and iOS apps for the Support product, allowing agents to triage and work on tickets whilst they're on the go. When the Product Manager for those apps moved on to pastures new, I took on the role temporarily, at the same time as working on our Mobile SDKs.
The role was challenging in a number of respects, not least of which being that we were in the process of moving customers from our old app (broad scope) to the new one (focused on triage). I worked with our Design and Engineering teams to complete that transition, work with our customers to address feedback, and also plan follow-up releases to address the most significant issues. Some of this work was completed whilst I was still in the role, and other parts will be completed throughout Q3 2017.
Platform Enablement Manager
Oct 2015 - May 2016
This role was an ambitious experiment, and a career highlight. We wanted to find out whether a dedicated go-to-market plan for Zendesk's Embeddables (Web Widget, Support SDK, Chat SDK) would yield positive, long lasting results.
This role covered a broad range of initiatives; in-house training of Sales and Success teams, building new and detailed customer segmentation and reporting pipelines, direct customer outreach, acting as a subject matter expert and working with customers to build complex solutions, event management, public speaking etc.
Now, subject matter experts for each product are becoming the norm. A fully staffed go-to-market team was set up in San Francisco, looking after Zendesk's whole developer platform (APIs, Embeddables, Apps Marketplace).