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. 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 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

• Own Data and Insights delivery for the CI team; optimizing CRM data quality and analytics, win/loss programs and external market research.
• Work with leadership to develop the delivery and cadence of company-wide briefings and department specific insights.
• Own reporting and analytics strategy for the team; key metrics, methodologies and performance scorecards to measure competitive performance across the business.
• 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.
• Conduct 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 (sales, presales, success, services) with global 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 ( and present to prospects and customers if needed).
• Aid in developing the strategy, marketing campaigns, and needed assets to help to tell our differentiated story to the market.

Basic Qualifications:

• 5+ years of CI, market intelligence, 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.
• Executive presence and ability to deliver compelling presentations to a wide range of audiences including business leaders, sales teams, customers and partners.
• Experience contributing to 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 or Product Marketing.
• 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 BI tools.
• Experience in market research and quantitative analysis, including building models and scenario planning.

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.

The US annualized base salary range for this position is $99,000.00-$149,000.00. 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 base