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About the Role
As a Service Management Solutions Specialist at Zendesk, you will champion the Service Management business across all enterprise functions, blending technical depth with sales ownership. You will drive deals to close, lead technical conversations, and solve complex service management problems.
Responsibilities
- Partner with core sales teams to drive Service Management opportunities from discovery to close, with responsibility for pipeline and bookings.
- Lead discovery sessions with IT, HR, Facilities, Finance, and other service owners to map current environments and uncover requirements.
- Design Service Management solutions for workflow automation, service catalogs, approvals, SLAs, knowledge management, and AI-driven resolution across various service domains.
- Craft and deliver domain-specific demonstrations and proofs-of-concept tailored to customer use cases.
- Navigate technical objections and competitive comparisons.
- Educate and up-skill the regional sales organization on Service Management domains, buyer profiles, and opportunity qualification.
- Act as a bridge between the market and product development, translating customer feedback into product features.
Requirements
- Hands-on knowledge of enterprise service management beyond IT, including incident, problem, change, and request management, service catalogs, approvals, and SLA design.
- Understanding of service delivery across functions like HR, Facilities, and Finance.
- Proven track record in B2B SaaS sales, guiding clients through value-centric sales cycles with outcome ownership.
- Ability to deliver product demonstrations, discuss integrations, APIs, and data models.
- Ability to propose solutions that fit into a broader enterprise technology stack.
- Ability to consult with key decision-makers, understand macro-level business needs, and translate them into technical solutions.
- Experience guiding clients through consultative, multi-stakeholder sales cycles.
- Team-first attitude with a desire to coach internal sellers and partner across functions.
- Willingness and ability to travel to customer locations.
Skills
- Service Management Domain Expertise
- B2B SaaS Sales Experience
- Technical Credibility
- Strategic Communication
- Complex Deal Navigation
- Collaboration Mindset
- ITIL Knowledge (Nice-to-have)
- Platform Background (Nice-to-have)
- AI & Automation (Nice-to-have)
- Cross-Functional Service Depth (Nice-to-have)
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Sales Ownership
- Technical Depth
Education Level
- BA/BS degree or equivalent practical experience
Benefits
- Fulfilling and inclusive experience
- Hybrid way of working
- Flexibility to work remotely
About the Company
- Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
- We power billions of conversations with brands you know and love.
- Zendesk believes in offering our people a fulfilling and inclusive experience.
Equal Opportunity
- 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.
- Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.