GTM Content Strategist

Job Description

Zendesk is seeking a professional and accountable GTM Content Architect and Content Strategist to join our Global Enablement team. The successful individual will thrive in a dynamic, fast-paced environment and excel in cross-functional collaboration, content strategy, process improvement, and precise multi-tasking.

The ideal candidate will combine strong project management skills with deep expertise in content strategy, governance, and enablement. You will bring a solid understanding of how people learn and how strategic content frameworks drive engagement and behavior change. Your creative and technical curiosity will inspire innovation—including championing the integration of AI-driven solutions—and help reimagine how our global go-to-market teams interact with and benefit from enablement content at Zendesk.

You will act as a key partner to learners, business leaders, and stakeholders to develop and drive content governance frameworks that ensure consistent, relevant, and scalable content experiences. Your leadership in content taxonomy, governance workflows, and lifecycle management will support sustained behavior shifts aligned with our business goals.

Please note: We are a global company. In this role, you may need to adjust your schedule for training initiatives requiring early morning or evening availability.

Responsibilities:

• Serve as the business owner and strategic lead for Zendesk’s Enablement Platform (CMS) — encompassing content taxonomy, architecture, quality standards, governance, and overall end-user experience.

• Develop, maintain, and evolve content governance frameworks and workflows post-implementation, ensuring ongoing content health, relevance, and compliance.

• Lead content strategy initiatives, including content audits, curation, and lifecycle management to optimize the value and impact of enablement assets.

• Collaborate closely with Go-to-Market teams (Sales, Customer Success, Solution Consulting, Professional Services, Advocacy, Marketing) to deeply understand content needs and embed strategic insights into platform ecosystem enhancements.

• Collect and analyze stakeholder and learner feedback to continuously improve content strategy, governance, and user experience.

• Champion the evaluation and adoption of AI technologies and tools to enhance content creation, delivery, governance, and overall learner engagement.

• Partner with Platform CSM and other teams to drive end-user adoption, engagement, and adherence to content standards.

• Support initial enablement activities including hands-on management and optimization of the CMS/LMS tools with a strategic lens toward content effectiveness and governance.

Qualifications:

• 3-5+ years of proven experience in enablement, content strategy, or content management with a demonstrated track record of driving content governance.

• Strong ability to understand and optimize content structures, use-cases, and taxonomy to support scalable content ecosystems.

• Strategic thinker and proactive innovator with a passion for crafting and executing engaging, learner-centered content strategies.

• Experience championing or integrating AI-driven tools and methods within content strategy or enablement functions is a strong plus.

• Hands-on experience managing content governance workflows, quality control processes, and ongoing content audits.

• Familiarity with folder architectures, metadata frameworks, and organizational methodologies to manage large volumes of content effectively.

• Ability to architect content solutions aligned with internal stakeholder requirements and technology capabilities.

• Experience with Seismic platform highly preferred; SaaS platform administration or enablement experience desired.

• Proficiency with business intelligence tools and advanced skills in Google Drive.

• Exceptional critical thinking, analytical, communication, and problem-solving skills.

• Proven ability to collaborate cross-functionally across diverse teams in a fast-paced environment.

• Comfortable adapting to rapid change in a global, dynamic environment.

• Intrinsic motivation to learn new tools and technologies with a hands-on approach.

The US annualized base salary range for this position is $123,000.00-$185,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.