Job Description:

Location: San Francisco, California, United States of America | Austin, Texas, United States of America | Remote, United States of America | Remote, United States of America

Requisition ID: R30346

Position_Type: Full time | Full time

Job Description

Customer Service and Support software is a $45+ billion market that is growing at 14%+ each year. The top 10 vendors own 50% of the Market. The CX world is as competitive as ever, our business is looking to our Competitive Intelligence team to increasingly influence the strategic direction of the company and product. In this role, you will become enriched with deep subject matter expertise in not only our competition but also the markets we serve. You’ll have the opportunity to use this intelligence to influence the business across sales, marketing, product, success, etc. wherever you see opportunities. This role is a hybrid of traditional roles in product analysis, strategy, product marketing, and sales support – requiring a mix of skills including: research, writing, positioning, data analysis and operational support. If you have a passion for driving broad and strategic impact to the business, driving initiatives, and working cross functionally, getting up on stage and getting our business passionate about our strong position, this role is meant for you.

What you'll be doing

• Conduct ongoing in-depth research and analysis on competitor go-to-market strategy and product capabilities by using a number of different sources including win/loss reports, secondary research (analyst reports, webinars, PR, etc.), and publicly available information.
• Support field teams with global competitive training (in partnership with Sales Enablement), scalable self-serve competitive assets (internal and external facing), as well as high touch support on sales deals and in competitive situations with customers (present to prospects and customers if needed).
• Provide prescriptive mentorship to our sales and customer success teams through 1:1 engagement to help Zendesk win and retain every customer.
• Support the delivery of regular cadence of company-wide briefings and department specific updates (Company all hands, Product Summits, C-staff meetings, Sales Kickoff, Sales & Success Training) to deliver competitive insights.
• Work with cross-functional teams (e.g., Product, Marketing, Sales, Finance, and Legal) to ensure competitive insights and the CI team’s POV are incorporated into decision making.

Basic Qualifications:

• 5-7+ years of CI, market intelligence, sales, and/or pre-sales experience.
• Technical proficiency and curiosity. You enjoy getting into the details with software products and understand how they fit within established and constantly evolving markets.
• Able to distill large amounts of information into compelling stories and presentations.
• Strong analytical and critical-thinking skills, with the ability to draw insights from complex data sets.
• Shown executive presence and ability to deliver compelling presentations to a wide range of audiences including executive management, sales teams, customers and partners.
• Experience driving strategic programs across the business.

Preferred Qualifications:

• Experience working in the CRM/Customer Engagement space (Customer Service, Sales Automation, Marketing Automation).
• Experience with Competitive Intelligence and have been certified through accredited providers.
• Field-facing experience working with customers in a sales or customer success capacity.
• Shown understanding of enterprise software or SaaS economics; comfortable reviewing a 10-K or S-1 to extract insights.
• Hands-on experience in performing analysis using Tableau or similar BI tools.
• Experience in market research and quantitative analysis, including building models and scenario planning.

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.

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.

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

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Equal employment opportunity, including veterans and individuals with disabilities.

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