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About the Role
Zendesk is seeking an AI-forward Manager, SMB Sales to lead a dynamic group of Account Executives, unlock their potential, elevate sales excellence, and drive revenue. This role will harness AI, data, and strategic insight to accelerate growth, streamline execution, and empower the team to deliver exceptional customer outcomes.
Responsibilities
- Lead, coach, and develop a team of Account Executives, setting clear expectations, driving accountability, and achieving monthly and quarterly quotas.
- Recruit, onboard, and mentor talent while fostering a culture of innovation, curiosity, and continuous AI learning.
- Guide the team through high-velocity and complex multi-stakeholder sales cycles using AI insights, predictive analytics, and customer data.
- Support AEs in building strategic customer roadmaps for AI-driven transformation, focusing on measurable outcomes and long-term value creation.
- Coach AEs to build compelling, AI-powered ROI cases that influence procurement and strengthen customer partnerships.
- Identify expansion, upsell, and renewal opportunities using customer usage data, signals, and AI-driven predictions.
- Partner with Solutions Engineers, AI Specialists, Product, and Marketing to co-design differentiated, technically sound customer solutions.
- Facilitate customer conversations on product capabilities, integrations, and AI architecture.
- Conduct weekly forecast and pipeline reviews, providing clarity, strategic guidance, and operational rigor.
- Build and maintain dashboards to monitor sales efficiency, pipeline health, and customer behavior trends.
- Report on team performance, insights, and regional trends to senior leadership.
- Innovate and improve sales processes by automating manual workflows and evolving demonstration strategies.
Requirements
- Extensive experience in sales leadership, ideally within SaaS or Customer Support technologies.
- Consistent track record of leading teams to 100%+ quota achievement.
- Experience managing high velocity sales teams across both transactional motions and six-figure strategic deals.
- Ability to incorporate AI tools, predictive analytics, and automation to increase team productivity and accelerate cycles.
- Strong cross-functional experience working with customer-facing, technical, and operational teams.
- Exceptional presentation, organization, coaching, and listening skills.
- Analytical, data driven, and highly effective at forecasting, operational rigor, and strategic planning.
- Passion for developing talent, especially early career reps, and building a positive, performance-based culture.
- BA/BS degree or equivalent experience.
- Willingness to travel as needed.
Skills
- AI tools
- Predictive analytics
- Automation
- Sales leadership
- Customer Support technologies
- SaaS
- Forecasting
- Operational rigor
- Strategic planning
- Talent development
- Coaching
- Presentation
- Organization
- Listening
Location
- US
Work Type
- Hybrid
- Remote
Experience Level
- Manager
Education Level
- BA/BS degree or equivalent experience
Salary/Compensations
- $170,000.00-$254,000.00 OTE (On Target Earnings)
- Pay mix of 50/50 (base/commission)
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.
- 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.
- 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.