About the position
At Zendesk, we're redefining what it means to deliver exceptional service for both customers and employees with the Zendesk Resolution Platform. It's the most complete service platform in the market, and we're so confident in our ability to deliver results that we've bet our business model on it - customers only pay when we deliver real resolutions. Customer Service is a $45+ billion market that's 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. 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.
Responsibilities
- 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.
Requirements
- 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.
Nice-to-haves
- 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.
Benefits
- 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.
- Hybrid work experience designed at the team level to give a rich onsite experience packed with connection, collaboration, learning, and celebration.
