Job Description

At Zendesk, our mission is to power exceptional service for every person on the planet. We operate in massive, fast growing and highly mature markets. 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.

Zendesk is disrupting both markets with our highly differentiated AI-first, complete service platform.

We are looking for a proven & empathetic leader who will join our team as the Group Manager, Competitive Intelligence. Reporting to the Senior Director of Competitive Intelligence, you will be both player & coach, acting as principal lead for our top competitors, while building and leading a team of direct-reports who’s directive will be to scale competitive efforts across the company in a more optimized and repeatable fashion. 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, Sales, Product Management & Enablement, to produce insightful POVs, competitive assets, and strategic programs to drive success. Key qualities for success include a strong understanding of technology buyers and sales processes, analytical problem-solving skills, entrepreneurial drive / work ethic, and results-orientation.

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

• Plan, develop, implement, and support new Competitive CoE (center of excellence), while also ensuring effective communication of said strategies across the organization.
• Hire and lead a new Competitive Scale Team to bring increased competitive coverage and best practices to our cross-functional stakeholders.
• Drive cooperation and collaboration with teams including Executives, Product, Marketing, Go-to-Market, Market Intelligence & Customer Success.
• 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 plays, 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).
• 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.
• Leverage competitive intelligence platforms, CRM, and analytics tools to streamline processes and generate insights.

Basic Qualifications:

• 10+ years of experience in enterprise SaaS with experience leading teams, preferably in competitive intelligence, PMM, business development or strategy & operations.
• Exceptional leadership, collaboration, and team-building skills, with the ability to inspire, motivate, and develop talent.
• 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.
• 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.
• Shown executive presence and ability to deliver compelling presentations to a wide range of audiences including executive management, sales teams, customers and partners.

Preferred Qualifications:

• Experience working in the CRM/Customer Engagement 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.

The US annualized base salary range for this position is $151,000.00-$227,000.00. This position may also be eligible for bonus, benefits, or related inc