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About the Role

Drive Zendesk’s product marketing efforts to ensure successful launch, adoption, and impact of platform capabilities for building and customizing on Zendesk. This role is responsible for market and customer research, messaging and positioning development, technical marketing, GTM enablement, and partnership with cross-functional teams.

Responsibilities

• Develop clear and consistent messaging and craft materials for customer-facing interactions, including sales pitch decks, messaging source documents, use cases, and personas.
• Apply market knowledge to strengthen messaging and develop compelling storytelling and communication materials.
• Create professional, on-brand slides and collateral that clearly communicate key points.
• Develop a visual story with a clear message for live and digital events.
• Develop fundamental sales enablement assets and drive release marketing efforts from roadmap to webinar.
• Become a subject matter expert for assigned products, understanding their value to customers and answering related questions.
• Develop compelling, technical marketing for product areas of expertise to showcase Zendesk differentiation to an IT audience.
• Find and develop customer stories that articulate the value of offerings through the lens of customer success.
• Establish relationships with top customers to influence their participation in the customer story program.
• Understand technical products and discern the quality of use cases for storytelling.
• Write well-written customer stories that demonstrate the value of Zendesk.
• Implement and iterate product discovery initiatives to drive adoption and increase stickiness.
• Collaborate with Product, Marketing, Sales, Success, Analyst, and Investor Relations teams to develop strategic frameworks and assets for campaigns, enablement, press releases, and analyst briefings.
• Bring innovative ideas to improve deliverables or processes.
• Support cross-functional efforts including long-range planning and regional programs.
• Support strategic updates and presentations for E-Staff and key stakeholders.
• Demonstrate a proactive attitude and bias toward impact.
• Act as a leader for assigned products and projects.
• Proactively identify opportunities and areas for improvement and act on them.
• Operate autonomously and drive multiple projects to completion.
• Project manage with excellent execution, follow-through, and attention to detail.
• Hit deadlines and communicate proactively about any potential delays and remediation plans.
• Own PMM efforts for Zendesk’s AI platform capabilities, including Agent Builder and Custom Agents.
• Align with the PM team to understand AI capabilities and roadmap.
• Develop GTM plans for launches and partner with stakeholders for execution.
• Develop custom-facing materials, including technical marketing.
• Directly influence opportunities by marketing and enabling the field and customers on AI Platform capabilities.
• Complete other related projects as assigned.

Requirements

• Demonstrate a proactive attitude and bias toward impact.
• Act as a leader of the products and projects you work on.
• Proactively identify opportunities and areas for improvement and act on them.
• Operate autonomously and drive multiple projects to completion.
• Can project manage with excellent execution, follow-through, and attention to detail.
• Hit deadlines and communicate when and why deadlines won’t be hit.
• Bring a plan for remediating any impact to the business.

Skills

• Market research
• Customer research
• Messaging development
• Positioning development
• Technical marketing
• Go-to-market enablement
• Sales enablement
• Storytelling
• Communication
• Product marketing
• Customer success
• Product discovery
• Cross-functional collaboration
• Project management
• AI platform capabilities

Location

• United States

Work Type

• Hybrid

Experience Level

• Senior

Salary/Compensations

• $183,000.00-$275,000.00

Benefits

• Bonus
• Benefits
• Related incentives

About the Company

• 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.
• Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
• Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
• Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
• With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
• We are aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk.
• These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media.
• Please verify the source of any job-related communications carefully.
• All official Zendesk communications are conducted through "@zendesk.com" email addresses.
• If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

Equal Opportunity

• As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
• Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace.
• Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
• We are an AA/EEO/Veterans/Disabled employer.
• If you are based in the United States and would like more information about your EEO rights under the law, please click here.
• Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.
• If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.