Zendesk, Inc.

Manage client relationships, coordinate project teams, and ensure successful service delivery to drive customer satisfaction. | Bachelor's degree in Business or related field, 3-5 years of experience in project or engagement management, strong communication and organizational skills, and familiarity with project management tools. | Job Description Engagement Manager Job Description: We are seeking a highly motivated and skilled Engagement Manager to join our team. The Engagement Manager will be responsible for building and maintaining strong client relationships, ensuring the successful delivery of our services, and driving customer satisfaction and loyalty. This role is crucial in linking our clients with our internal teams to deliver outstanding results. Responsibilities: Act as the primary point of contact for clients, managing their expectations and ensuring they receive a high level of service. Develop and maintain strong relationships with client stakeholders, understanding their business needs and challenges. Coordinate internal resources and teams to deliver projects on time, within agreed upon scope and within budget. Collaborate with cross-functional teams, including sales, product development, and implementation teams, to define project scope, objectives, and deliverables. Develop and maintain project plans, timelines, and budgets, tracking progress and providing regular updates to clients and internal stakeholders. Maintain project profitability at the project and portfolio levels. Identify and grow opportunities and collaborate with sales teams to ensure growth attainment. Identify and mitigate risks and issues that may impact project success, proactively addressing client concerns. Assist with challenging client requests or issue escalations as needed. Drive continuous improvement initiatives to enhance client engagement processes and methodologies, contributing to overall organizational effectiveness and efficiency. Stay informed about industry trends, best practices, and emerging technologies, leveraging this knowledge to provide strategic guidance and value-added services to clients. Qualifications: Bachelor’s degree in Business Administration, Management, or a related field. 3 - 5 years of proven working experience as an Engagement Manager, Project Manager, or a similar role. Strong working knowledge of project management tools and methodologies. Excellent client-facing and internal communication skills. Strong written and verbal communication skills. Solid organizational skills including attention to detail and multitasking abilities. Strong problem-solving skills and the ability to think strategically and analytically. Contracting experience and firm grasp on financial impacts of deal construction. Ability and willingness to travel up to 15% Preferred Skills: PMP / PRINCE II certification is a plus. Experience in the SaaS implementations is highly desirable. Ability to excel under pressure in a fast-paced, dynamic environment. The US annualized base salary range for this position is $90,000.00-$134,000.00. 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. 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 peopleandplaces@zendesk.com with your specific accommodation request. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Leading customer support operations, designing scalable processes, and integrating support teams to improve service quality. | Extensive leadership experience in customer support, data analysis skills, and familiarity with SaaS and M&A processes. | Job Description Job Summary: We are seeking a dynamic CX Acceleration Manager to join our CX Acceleration SWAT team, a role essential for revolutionizing customer experiences through optimized Zendesk implementations. The ideal candidate will have extensive experience as a Senior Consultant, Senior Technical Account Manager, or Senior Customer Success Manager, bringing strategic insight and technical expertise to every project. This role involves fostering strong collaborative partnerships, starting with securing executive buy-in to ensure alignment and commitment. The CX Manager will lead comprehensive discovery sessions and technical assessments to identify enhancement opportunities. Whether engaging specialized consultants and technical architects or executing hands-on configuration changes, the successful candidate will be committed to delivering impactful solutions. The position requires a customer-centric approach to conclude each engagement, ensuring clients are empowered and satisfied with their transformed Zendesk ecosystems. Key Responsibilities: Relationship Building: Establish and nurture strong relationships with both internal and external teams, including Success, Sales, and Services, as well as customers ranging from agents to executives. Customer Centricity: Prioritizing the business and technical requirements of our clients in every decision we make, guaranteeing they gain maximum value from our partnership. While the CX Manager primarily concentrates on short-term project initiatives, the cultivation and maintenance of a robust client relationship must remain the cornerstone of our collective success. Zendesk Solutions Implementation: Conduct in-depth technical assessments focusing on configuration, but also taking into account any integrations, apps, and overall system architecture and implement Zendesk configuration solutions. Expert Consultation: Provide expert consultation and product demonstrations to showcase Zendesk capabilities, aiming to deliver quick wins and optimized use cases for our clients, bringing support where needed. Close-out Review: Perform internal reviews with account teams as well as a review with the customer’s executive management to close out the engagement with the customer once the work has been completed, focusing on value, customer satisfaction and detailing next steps and recommendations for further work as well as detailing what services Zendesk can provide. Resource Orchestration: Coordinate the use of Zendesk resources (AE, CSM, CX Consultants, CX TA, Professional Services, Product Managers) to ensure effective implementation and ongoing client support. Continuous Improvement: From our learnings through engaging with customers in this way, partner with account teams, management and enablement teams to drive continuous improvement and global delivery excellence. Key Requirements: Zendesk Expertise: Deep knowledge of Zendesk products, with hands-on experience managing Zendesk environments. Technical Experience: At least 5 years of technical experience in complex customer environments. Leadership Skills: Proven ability to mobilize teams and drive actions that lead to organizational and customer success. Service Management Experience: Expertise in service management, operational support, customer experience management, and business development. Customer-Facing Roles: Experience in external enterprise customer-facing roles as a technical lead, with a strong understanding of system integrations. Collaborative Work Style: Proficiency in working within a collaborative/matrix environment. Communication Skills: Exceptional communication and presentation skills, capable of connecting with personnel at all levels, from administrators to CxOs. CX Proficiency: Knowledge of SaaS implementations, customer use cases and logic-based workflows. Problem-Solving Aptitude: Ability to develop alternative solutions through lateral thinking and technical curiosity. Why Work With Us? We are an exciting new team within Zendesk working in start-up mode, so you get to help build this new working environment with us! We are basing this team on kindness, collaboration, encouragement and support Our team thrives on helping customers adapt, so they can get value from an ever evolving product, in a dynamic market. This role has you in the centre of Zendesk, interacting with all of the different teams! We believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing. Zendesk is an equal opportunity employer committed to fostering an inclusive and diverse workforce The US annualized OTE (On Target Earnings) range for this position is $188,000.00-$282,000.00 with a pay mix of 70/30 (base/commission). 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. 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 peopleandplaces@zendesk.com with your specific accommodation request. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead and mentor a team of solution architects and consultants, oversee project delivery, and serve as a technical escalation point for complex challenges. | 6+ years of professional experience including 2+ years in management, strong technical background in cloud and SaaS, excellent leadership and communication skills. | Job Description As the Manager of Solution Architects, you will lead a team responsible for both pre-sales solution design and proposal delivery. You will manage the team's resources, methods, and staffing to achieve departmental goals. Key Responsibilities Lead and mentor a dual-focused team of Solutions Architects and Services Consultants. You will be responsible for defining and implementing team procedures for short-term results and recommending policy changes to ensure resources are used effectively. You will possess a deep, working knowledge of Amazon Connect, including its core components and capabilities, to effectively guide your team and serve as a final point of escalation for complex technical challenges. Act as the primary point of contact for collaboration with sales, product, and engineering teams. Facilitate clear communication to align on customer requirements and provide valuable product feedback. Oversee project delivery to ensure all implementations are completed on time, and to a high standard. Ensure the team effectively supports the sales cycle by providing accurate and compelling solution designs and estimates. Serve as a point of escalation for complex technical challenges, providing expert guidance and solutions to unblock the team and maintain project momentum. Qualifications 6+ years of professional work experience, with a minimum of 2 years in a management or leadership role. Proficient functional knowledge of the software implementation lifecycle, from initial discovery and design to final deployment and support. Strong technical background in cloud technologies, specifically Amazon Connect, SaaS applications, and enterprise-level solution architecture. Exceptional leadership, communication, and problem-solving skills, with the ability to manage competing priorities and drive results. #LI-SM12 The US annualized OTE (On Target Earnings) range for this position is $210,000.00-$316,000.00 with a pay mix of 80/20 (base/commission). 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. 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 peopleandplaces@zendesk.com with your specific accommodation request. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead global HR strategies, partner with executive leadership, drive organizational transformation, and enhance employee experience in a SaaS environment. | 15+ years progressive HR experience with 5+ years in strategic HR business partnering for sales, bachelor's degree required, global HR expertise, and strong leadership skills. | Job Description We are seeking a visionary and strategic Director of HR Business Partnering to join our innovative AI-first customer service software SaaS company. Reporting to the VP, HR Business Partnering for GTM and Sales, this role is crucial in designing and delivering global HR strategies that will drive outcomes aligned with our business objectives, cultivating a high-performance culture, and enhancing organizational effectiveness across diverse international markets. The ideal candidate will have a robust background in HR business partnering, with a comprehensive understanding of global HR practices and the ability to influence and drive change at the highest levels of the organization. As a key member of the HR Business Partnering team, you will play a critical role in shaping the future of our company while enhancing the overall employee experience. Senior HR Business Partnering experience for an Executive Sales Leadership team is essential, please make sure this stands out on your resume. Key Responsibilities Strategic Leadership: Lead the development and execution of innovative HR strategies that align with the company’s long-term business objectives, ensuring that HR initiatives are integrated into the overall business strategy. Executive Partnership: Serve as a strategic partner and coach to the executive leadership team, providing insights and recommendations that drive organizational effectiveness and foster a culture of performance and accountability. Global Workforce Strategy: Oversee global workforce planning initiatives for your functions, ensuring that the organization has the right talent in place to meet current and future business needs. Analyze global workforce trends and devise strategies to address talent gaps and optimize resource allocation across all locations. Organizational Transformation: Drive organizational design and transformation initiatives that enhance operational efficiency and agility, ensuring alignment with business goals and fostering a culture of innovation and performance. Leadership Development: Champion organizational development initiatives that promote leadership capabilities, team effectiveness, and a culture of continuous learning. Implement comprehensive leadership development programs that prepare leaders for future challenges. Global HR leadership: Ensure the effective delivery of global HR strategies across multiple locations, collaborating with regional HR Business Partnering teams to ensure compliance with local labor laws while maintaining a cohesive and integrated global HR framework. Talent Acceleration: Spearhead talent acquisition, development, and retention strategies that build a high-performing workforce. Lead succession planning efforts and advocate for leadership development initiatives to ensure a robust talent pipeline Employee Experience: Cultivate an inclusive and engaging workplace culture by developing programs that enhance employee productivity, collaboration, and innovation, ultimately driving retention and satisfaction in collaboration with our Talent & Culture teams. Performance Optimization: Lead the implementation of performance management systems that facilitate continuous feedback, goal alignment, and professional development, ensuring that performance metrics align with business objectives. Change Management: Provide strategic HR guidance during organizational change initiatives, ensuring effective communication and support for leaders throughout transitions. Data-Driven Decision Making: Leverage HR analytics to inform strategic decision-making and evaluate the effectiveness of HR initiatives, providing actionable insights to the executive team on workforce trends and challenges. Cross-Functional Collaboration: Collaborate with regional HR teams and centers of expertise (such as talent acquisition, talent acceleration, and employee relations) to deliver comprehensive HR solutions that meet the evolving needs of the business. What You’ll Bring Experience: A minimum of 15 years of progressive HR experience, with at least 5 years in a leadership role focused on strategic HR business partnering in a SaaS or technology-driven environment. Experience: Significant experience in business partnering to a Sales organisation. Education: A bachelor’s degree in Human Resources, Business Administration, or a related field is required; a master’s degree in Human Resources or Organizational Behavior is strongly preferred. Strategic Vision: Proven ability to think strategically and commercially, aligning HR initiatives with overarching business goals and driving organizational performance at an executive level. Global Expertise: Extensive experience in HR leadership across multiple jurisdictions, with a deep understanding of international labor laws, cultural nuances, and global HR best practices. Organizational Design Experience: Demonstrated expertise in organizational design and transformation, with the ability to analyze complex workforce needs and implement effective structures and programs to support business growth. Consultative Leadership: Exceptional consultative skills, with the ability to influence and advise senior leaders, providing strategic insights that drive HR initiatives and organizational effectiveness. Collaborative Mindset: Outstanding interpersonal and communication skills, with a collaborative approach that fosters teamwork and builds strong relationships across all levels of the organization. Visionary Leadership: A proactive and visionary approach to shaping HR practices, with a passion for driving change, fostering innovation, and enhancing the employee experience. Analytical Acumen: Strong analytical and problem-solving skills, with the ability to leverage data to inform strategic decisions and measure the success of HR initiatives. This Director, HR Business Partnering role is an exciting opportunity to design and implement HR strategies at a global level and make a significant impact on the future of our organization. If you are a strategic thinker with a passion for HR and a track record of driving organizational success, we encourage you to apply. 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. The US annualized base salary range for this position is $171,000.00-$257,000.00. 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. 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 peopleandplaces@zendesk.com with your specific accommodation request. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead the vision, strategy, and execution of Zendesk's Service Platform including AI integration, manage global teams of engineers and product managers, and build partnerships to drive platform innovation. | 10+ years leading software engineering and product management teams, experience with SaaS product ownership, AI and cloud platform familiarity, ability to drive platform strategy and global collaboration, and a CS or related degree. | Job Description Zendesk is seeking an influential, visionary, innovative, strategic, hands-on leader to lead the development of our Service Platform, where the customer is at the center of everything we do and AI is at the center of everything we build. As VP of Platform (Product & Engineering), you will drive the vision and execution of Zendesk's Service Platform – including CX, EX and CCaaS - to ensure it is robust, scalable and AI-ready. You will lead a highly talented team of Software Engineers and Product Managers across the AMER and APAC regions. This role will guide the strategy and execution for Zendesk's platform portfolio. Current capabilities include a rich ecosystem of extensibility features e.g., APIs, Custom Objects, Apps and the App Marketplace, Triggers and Automations, Sandbox, 3rd party integrations, Web Hooks, and many other developer, low, and no-code solutions that ~100K businesses use to extend and customize their service needs. As we expand our AI footprint, we are also developing new Action Builder integrations and workflow engines, and interconnects for AI Agents leveraging MCP, A2A, and other emerging AI integration and development technologies. PRIMARY RESPONSIBILITIES Customers: Start with the customer and work backwards. Develop trust and deepen our relationships with our customers by partnering with early adopters, soliciting feedback, exploring new opportunities, and listening. Platform Strategy: Develop a strategy for Zendesk as a Platform company in the Service, EX and CCaaS Platform markets that enables our Customers to build and customize their solutions.. Define execution path including Roadmaps with timeline commitments. You will develop and own the Zendesk Service Platform roadmap, ensuring a balance is met across the various customers who use, develop, and configure our products. Platform Development: Execute against the roadmap working with other leads (Application, Omnichannel, Foundation, Architecture and the AI teams). AI Transformation: Service is at the forefront of a major shift in technology with the recent developments in AI and Large Language Models. You will lead the transformation of our Service Platform, with AI at the center, so Zendesk customers are able to fully leverage and integrate with automated, agent workflows and services. Team: You will build, manage, and develop the Platform Product Development team, which includes Software Engineering and Product Management. Build a data-driven, performance culture. Partnerships: Work with our technology partners to drive value and new functionality to our customers. DESIRED SKILLS & EXPERIENCE At least 10+ years leading and managing Software Engineers and Product Managers Familiarity with AI - LLMs, MCP, A2A, and related technologies Previous experience developing SaaS software products as a product owner Ability to drive product vision and strategy for customer-facing platform features and capabilities Experience developer ecosystems - tools / communities and integrations Experience with cloud platforms and services Data integration and application extensibility You know how to get things done in a global organization working across functions and multiple time zones. You have experience developing and growing partnership programs with highly engaged, successful partners and 3rd party ISVs. You’ve built and managed high performing teams and are comfortable with both direct and indirect lines of management. You’re great at taking complex technology and making it simple for customers to understand and use. You write and speak in a clear and compelling manner. You’re ready to make an immediate impact. A university degree in Computer Science or related field 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. The US annualized base salary range for this position is $245,000.00-$367,000.00. 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. 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 peopleandplaces@zendesk.com with your specific accommodation request. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead and scale a North America SMB sales team, drive sales strategy and execution, collaborate cross-functionally, coach sales managers, and engage executive stakeholders to grow revenue. | 10+ years B2B SaaS sales experience including 5+ years managing sales teams, strong strategic and operational leadership, data-driven decision making, and excellent communication skills. | Job Description Are you ready to scale a high-impact sales organization across one of the most competitive and opportunity-rich markets in SaaS? Zendesk is seeking a strategic, data-driven, and growth-minded Director, SMB Sales to lead our North America SMB Sales team. In this high-impact role, you’ll architect region-specific strategies and lead, develop, and inspire a team of Sales Managers and Account Executives focused on acquiring new customers and accelerating growth through scaled, high-velocity prospecting motions. Our SMB Sales team plays a critical role in driving Zendesk’s expansion strategy by helping companies adopt our platform as a foundational part of their customer experience (CX) approach, while uncovering new business opportunities through both volume-based outreach and targeted account engagement. We’re looking for a results-oriented, influential leader with deep SaaS experience and exceptional communication, analytical, and sales leadership capabilities. You’ll be responsible for defining and optimizing our velocity sales motion, ensuring pipeline health, executional excellence, and scalable growth. Working closely with cross-functional partners, you’ll cultivate a performance-driven culture that empowers your team to consistently exceed targets and drive revenue growth. If you’re energized by building high-performing teams, leading through change, and partnering across the business to elevate Zendesk’s presence in the SMB space. This is your opportunity to influence how we engage the market and play a pivotal role in our continued growth. What you'll be doing Lead and Scale a High-Performing Team: Manage a team of Sales Managers and Account Executives across defined North AMER territories, guiding strategic territory planning and execution that drives pipeline creation and revenue growth. Drive Cross-Functional Alignment: Collaborate cross-functionally with Marketing, Product, Operations, and Customer Success to align go-to-market efforts and improve overall business performance. Coach for Excellence: Attract, mentor, and retain top talent. Create a culture of learning, experimentation, and high accountability through regular coaching, training, and performance feedback. Drive Operational Excellence: Leverage data to improve team productivity, accelerate deal velocity, and strengthen forecast accuracy. Maintain a culture of agility and urgency while scaling systems, metrics, and processes for long-term growth. Champion Growth & Development: Partner with Enablement and Ops to evolve sales playbooks, improve onboarding, and accelerate ramp time. Provide ongoing coaching and development for Sales Managers and AEs, and ensure the right resources are in place to support individual and team growth. Innovate Our GTM Model: Continuously refine sales strategy, segmentation, and outreach to stay ahead in a fast-changing SMB landscape. Test and implement new approaches to improve conversion, streamline execution, and drive sustained performance. Engage Executive Stakeholders: Build and deepen relationships with C-level executives and key decision-makers to support strategic deals and long-term partnerships. Engage at critical stages of the sales cycle to reinforce Zendesk’s value, understand customer priorities, and influence outcomes. Surface field insights to inform messaging, product direction, and go-to-market strategy. What you bring to the role Proven SaaS Leadership: 10+ years of B2B sales experience, including 5+ years in sales management with a track record of leading managers and scaling high-performing teams in high-growth SaaS environments. Performance-Driven Operator: Demonstrated success driving team-wide quota attainment and revenue growth across segments or regions. Skilled at translating strategy into execution, holding teams accountable, and delivering results through layered leadership. Startup Mindset, Scalable Execution: Operates with the urgency, adaptability, and resourcefulness of a startup leader, while building the structure, process, and discipline required to scale sustainably. Balances strategic thinking with hands-on execution to drive consistent, long-term results. Transformational People Leader: Builds inclusive, high-impact teams through coaching, clarity, and a commitment to development. Known for inspiring through change and fostering a culture of trust, accountability, and performance. Customer-First, Globally Aware: Deep understanding of customer needs with the ability to tailor solutions and messaging for maximum impact. Navigates regional nuance while aligning to global priorities to drive value and cohesion. Cross-Functional Influencer: Strong ability to connect sales strategy to cross-functional execution, accelerating progress through partnership with Marketing, Product, Customer Success, and Operations. Analytical and Outcome-Oriented: Uses data to inform decisions, drive accountability, and measure success across performance levers. Executive Communication: Clear, confident communicator with experience engaging senior stakeholders and influencing at all levels of the organization. Foundational Qualifications: Bachelor’s degree or equivalent experience required; advanced education or certifications in business, sales, or leadership are a plus. Responsibilities: Lead a manager-of-managers team overseeing the SMB customer segment in AMER. Identify and drive territory and account sales plans across geographic territories. Communicate clear segment strategies that align with business goals and are actionable across supporting teams. Mentor and develop front-line sales leaders to strengthen execution, accountability, and team effectiveness. Oversee full-cycle deal strategy, including stakeholder alignment and contract negotiations. Promote adoption of new products and features, positioning Zendesk as a critical component of customer CX strategies. Build partner and Professional Services strategies to scale reach and enhance customer outcomes. Deliver executive-level reporting on sales performance, risks, and key growth opportunities. Travel is required to support distributed teams and high-impact customer engagements. #LI-LM5 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. The US annualized OTE (On Target Earnings) range for this position is $306,000.00-$460,000.00 with a pay mix of 50/50 (base/commission). 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. 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 peopleandplaces@zendesk.com with your specific accommodation request. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Lead and execute CX delivery programs to improve customer health, product adoption, and value realization across Zendesk's customer journey. | 5+ years in CX/GTM delivery or similar, expertise in customer success concepts and operational excellence, strong data analysis and reporting skills, and experience with CX tools like Zendesk and Tableau. | Job Description Zendesk is the industry-leading, AI-driven customer experience platform with an unwavering focus on customer obsession and success. The Zendesk customer experience (CX) organization is at the heart of continuously championing and driving this customer obsession and outcomes across the company. The mission of the CX organization is to ensure our customers realize value from their investments in Zendesk’s leading CX solutions. The CX Programs team is a central, growing and dynamic team responsible for ensuring efficient and effective running of the business, and transformational and forward looking changing of the business. This organization reports into the Office of the CCO and at the intersection of Customer Success, Professional Services, Renewals, Product Speciality, and more. The role is an exciting opportunity to continue the acceleration and impact of key Zendesk initiatives. JOB RESPONSIBILITIES To achieve the CX mission, the CX programs team focused on the following core objectives: Ensure the core CX delivery teams — e.g., Customer Success, Professional Services, Renewals — are efficiently & effectively delivering value & outcome-driven services to customers throughout the customer’s journey. Enable the Zendesk team to accelerate product adoption and raise the bar for the customers’ overall Zendesk experience — through the application of high-value customer health processes and product adoption frameworks. Reinforce CX delivery excellence across the company to accelerate our customers’ success and Zendesk’s growth. Support and deliver assigned CX cohorts and projects for Zendesk’s customers, focusing on customer health, adoption, and value – this spans high, medium, scaled and digital touch programs. Coordinate the maintenance of program(s) documentation and provide regular status updates on progress and outcomes to stakeholders. To deliver on these overarching objectives, CX Programs will collaborate closely with Zendesk CX and go-to-market (GTM) colleagues on the following: Develop actionable, value-driven frameworks, standards, processes and best practices that enable customer success, expanded relationships and growth for Zendesk. Lead and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization, retention and growth. Lead and run recurring cross functional CX delivery excellence programs — e.g., global risk programs, regional heal desks, digital success programs, customer journey optimization, etc. Implement Best Practices by applying established CX standards, playbooks, and best practices to program delivery for enterprise customers. QUALIFICATIONS 5+ years experience in CX/GTM delivery, Strategy & Operations or similar. Customer Success, Professional Services, Renewals and Consulting experience is value adding, but neither required or sufficient alone Must understand industry best practices in CX service delivery and apply those best practices to drive operational excellence and transformation across a complex global function. Expertise in state of the art customer success concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/medium/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes. Track record of succeeding in complex, multi-product enterprise technology firms with global go-to-customer operations. Experience running cross functional change-the-business continuous improvement initiatives and global run-the-business programs. Financial acumen and the ability to do foundational quantitative analysis and forecasting. Strong interpersonal and influencing skills, with the ability to work at multiple levels of an organization (e.g., CXO to individual CSM or renewals manager). Demonstrated experience in data analysis and reporting, with a strong ability to translate complex data into streamlined operations, build custom reports, analyze data effectively, and deliver actionable insights and recommendations. Proven ability to learn new technology/software solutions and link software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and outcomes for customers. Experience with tools like SFDC, Gainsight, Zendesk, Tableau, Looker, Gong, Clair is preferred. Bachelor degree in computer science, information sciences & technology, engineering or business is ideal. The US annualized base salary range for this position is $113,000.00-$169,000.00. 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. 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. 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. 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. We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com