Principal Outbound Product Manager

Job Description

This role is part of our Platform product organization, responsible for the foundational capabilities of the Now Platform, which are at the center of every “out-of-the-box” Zendesk solution. You will be part of the Outbound Product Management organization, a talented and supportive group that is passionate about evangelizing our platform internally and externally. You will work cross-functionally, with product teams, customers, partners, and the field to enhance the overall experience with the solution and ensure successful go-to-market.  

As a Staff Outbound Product Manager, you will play a critical role in the evangelization of the Platform, helping establish Generative AI solutions and other platform capabilities in our customer base and expand that customer base. You will articulate the value of the Platform with our customers to help drive its stickiness in our ecosystem and support our high rates of customer renewals. 

What is this role:

• Lead product management process for Zendesk post-sale offerings and products (services and support products and others). This includes gathering customer requirements, writing business requirements, working with execution teams to bring release, and managing the product release cadence.
• Communicate the Zendesk adoption story (vision/direction) in high-touch settings to support customer acquisition & retention
• Use compelling storytelling and demonstrations through clear guidance for customers to expand their Zendesk post-sale CX services footprint
• Gather and share customer input to address adoption blockers and inform content, product strategy, and investments
• Engage and assist key accounts in adopting new products, document key learnings and develop recommended guidance for onboarding and/or adopting
• Develop an understanding of how customers are using the platform to inform how adoption is affected
• Be the services product expert with customers in high-touch settings
• Participate in and lead at-scale workshops, webinars, and other customer adoption initiatives or events

Qualifications:

• Extensive knowledge of the SaaS and Enterprise products, ideally in CRM and customer experience products
• Experiences: 8+ years in a customer-facing role with SaaS and Enterprise products, product management, technical pre-sales, or similar role
• 4+ years of experience with CRM products or services products for SaaS company
• World-class presentation and public speaking skills to evangelize in different settings
• Exceptional communication skills to include technical and business concepts
• Very strong written communication skills and ability to create compelling narratives
• Must enjoy working in a highly collaborative environment
• Ability to think strategically, learn fast, and communicate with impact
• Ability to travel, possibly 25% of the time
• Bachelor’s degree or equivalent experience
• English – fluent

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 $160,000.00-$240,000.00. 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 based roles), and do not include bonus, benefits, or related incentives.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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