What is this role:

• Lead product management process for Zendesk post-sale offerings and products (services and support products and others). This includes gathering customer requirements, writing business requirements, working with execution teams to bring release, and managing the product release cadence.
• Communicate the Zendesk adoption story (vision/direction) in high-touch settings to support customer acquisition & retention
• Use compelling storytelling and demonstrations through clear guidance for customers to expand their Zendesk post-sale CX services footprint
• Gather and share customer input to address adoption blockers and inform content, product strategy, and investments
• Engage and assist key accounts in adopting new products, document key learnings and develop recommended guidance for onboarding and/or adopting
• Develop an understanding of how customers are using the platform to inform how adoption is affected
• Be the services product expert with customers in high-touch settings
• Participate in and lead at-scale workshops, webinars, and other customer adoption initiatives or events

Qualifications:

• Extensive knowledge of the SaaS and Enterprise products, ideally in CRM and customer experience products
• Experiences: 8+ years in a customer-facing role with SaaS and Enterprise products, product management, technical pre-sales, or similar role
• 4+ years of experience with CRM products or services products for SaaS company
• World-class presentation and public speaking skills to evangelize in different settings
• Exceptional communication skills to include technical and business concepts
• Very strong written communication skills and ability to create compelling narratives
• Must enjoy working in a highly collaborative environment
• Ability to think strategically, learn fast, and communicate with impact
• Ability to travel, possibly 25% of the time
• Bachelors degree or equivalent experience
• English - fluent

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.

The US annualized base salary range for this position is $160,000.00-$240,000.00. 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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and were 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 peopleandplaces@zendesk.com with your specific accommodation request.