Job Description

Customer Service and Support software is a $30+ billion market that is growing at 17%+ each year. The top 10 vendors own 50% of the Market. The CRM 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. This position demands a strategic mind, an inquisitive nature, and the ability to synthesize vast amounts of information into actionable insights. In addition, the role calls for tight collaboration with cross-functional teams, including Product Marketing, Product, Sales, Customer Success and Enablement, to produce insightful POVs, competitive assets, and strategic programs to drive success. 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

• Research, monitor, and articulate the designated competitor’s business and product strategies to a diverse set of audiences.
• 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, grow and retain every customer.
• Support the delivery of regular insights for company-wide briefings and department specific updates (Company all hands, Product Summits, C-staff meetings, Sales Kickoff, Sales & Success Training) to deliver actionable and impactful insights and recommendations.
• 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, product, 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.
• Attention to detail, including documenting analyses, results and processes to drive scale across the team.
• Ability to prioritize multiple concurrent initiatives and quickly switch focus across domain areas.

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.

Where we work:

Fully Flexible:

In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

#Remote

#LI-JM7

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