Senior Manager Competitive Intelligence
Senior Manager Competitive Intelligence
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$ 148000 - 222000
1 Vacancy
Job Description
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. Youll 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 youll be doing
- Conduct ongoing indepth research and analysis on competitor gotomarket 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 selfserve 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 companywide briefings and department specific updates (Company all hands Product Summits Cstaff meetings Sales Kickoff Sales & Success Training) to deliver competitive insights.
- Work with crossfunctional teams (e.g. Product Marketing Sales Finance and Legal) to ensure competitive insights and the CI teams POV are incorporated into decision making.
Basic Qualifications:
- 57 years of CI market intelligence sales and/or presales 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 criticalthinking 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.
- Fieldfacing experience working with customers in a sales or customer success capacity.
- Shown understanding of enterprise software or SaaS economics; comfortable reviewing a 10K or S1 to extract insights.
- Handson experience in performing analysis using Tableau or similar BI tools.
- Experience in market research and quantitative analysis including building models and scenario planning.
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 inoffice 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 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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.
Required Experience:
Senior Manager
Employment Type
Full-Time
