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 sal