Job Description

At Zendesk were redefining what it means to deliver exceptional service for both customers and employees with the Zendesk Resolution Platform. Its the most complete service platform in the market and were so confident in our ability to deliver results that weve bet our business model on it - customers only pay when we deliver real resolutions. Customer Service is a $45 billion market thats growing at 14% each year and Employee Service is a $14 billion market growing at 15% annually.

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 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 teams POV are incorporated into decision making.

Basic Qualifications:

• 5-7 years of Competitive Intelligence Product Marketing 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 Customer Service or Employee Service space
• 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.

#LI-WO1

The US annualized base salary range for this position is $123000.00-$185000.00. 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 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 with your specific accommodation request.