Director, Customer Experience (Exec Enagements)

Job Description

Job Summary:

We are seeking an experienced and dynamic Executive Engagements Director to join our team. In this pivotal leadership role, you will be responsible for developing and executing strategic engagement programs, specifically the Executive Briefing Center, Exec Sponsor Program, and Customer Advisory Board. You will manage a team of four dedicated professionals, fostering deep relationships with top executives from our key clients and partners. This role requires a unique blend of strategic thinking, exceptional communication skills, team leadership, and a passion for delivering unparalleled experiences to our executive customers.

Responsibilities:

• Lead and manage a team of four, developing their skills and capabilities to successfully deliver on our executive engagement programs.

• Develop and execute a comprehensive strategy for executive engagement that deepens our relationships with key clients and partners.

• Oversee the management and delivery of our Executive Briefing Center, Exec Sponsor Program, and Customer Advisory Board. Ensure these programs deliver exceptional value and foster strong relationships with our executive customers and partners.

• Serve as the primary liaison between Zendesk and customer executives, ensuring their needs are met and their experiences are positive, productive, and reflective of our brand's commitment to exceptional customer experience.

• Collaborate with cross-functional teams such as Sales, Marketing, and Product to align engagement activities with broader company objectives and strategic initiatives.

• Monitor and report on the effectiveness of executive engagement initiatives, making data-driven adjustments as necessary to optimize results.

• Seeking input and collaboration from key stakeholders and partners, define the program vision and leverage insights to strategize program and operational optimizations. Develop a prioritized roadmap and work with an execution team to deliver on improvements. 

• Stay current on industry trends and competitive landscape to inform engagement strategies, and to ensure our approach remains innovative and industry-leading.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communication, or a related field. An MBA or equivalent is preferred.

• Minimum of 10 years of experience in a client-facing role within a SaaS or technology company, with at least 5 years in an executive engagement or relationship management role.

• Proven experience in team leadership and management, with a track record of developing high-performing teams.

• Proven track record of developing and implementing successful executive engagement strategies, with specific experience in managing programs like Executive Briefing Centers, Exec Sponsor Programs, and Customer Advisory Boards.

• Exceptional interpersonal and communication skills, with the ability to engage effectively with executives at all levels and to articulate complex ideas clearly and concisely.

• Strong strategic thinking and problem-solving skills, with a demonstrated ability to make data-driven decisions and to innovate within the role.

• Ability to work collaboratively with teams across Zendesk, demonstrating strong leadership and team-building skills.

• Proficiency in CRM and other relevant software tools, and a demonstrated ability to adapt to new technologies.

The US annualized OTE (On Target Earnings) range for this position is $191,000.00-$287,000.00 with a pay mix of 83/17 (base/commission). 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.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster