Zendesk, Inc.
Senior Manager Competitive Intelligence
Zendesk, Inc., San Francisco, California, United States, 94199
Job Description
Customer Service and Support software is a $30+ billion market that is growing at 17%+ each year. The top 10 vendors own 50% of the market. The CRM world is as competitive as ever, our business is looking to our Competitive Intelligence team to increasingly influence the strategic direction of the company and product. In this role, you will become enriched with deep subject matter expertise in not only our competition but also the markets we serve. This position demands a strategic mind, an inquisitive nature, and the ability to synthesize vast amounts of information into actionable insights. In addition, the role calls for tight collaboration with cross-functional teams, including Product Marketing, Product, Sales, Customer Success, and Enablement, to produce insightful POVs, competitive assets, and strategic programs to drive success. This role is a hybrid of traditional roles in product analysis, strategy, product marketing, and sales support – requiring a mix of skills including: research, writing, positioning, data analysis, and operational support. If you have a passion for driving broad and strategic impact to the business, driving initiatives, and working cross-functionally, this role is meant for you.What you'll be doing
Research, monitor, and articulate the designated competitor’s business and product strategies to a diverse set of audiences.Support field teams with global competitive training (in partnership with Sales Enablement), scalable self-serve competitive assets (internal and external facing), as well as high touch support on sales deals and in competitive situations with customers (present to prospects and customers if needed).Provide prescriptive mentorship to our sales and customer success teams through 1:1 engagement to help Zendesk win, grow, and retain every customer.Support the delivery of regular insights for company-wide briefings and department specific updates (Company all hands, Product Summits, C-staff meetings, Sales Kickoff, Sales & Success Training) to deliver actionable and impactful insights and recommendations.Work with cross-functional teams (e.g., Product, Marketing, Sales, Finance, and Legal) to ensure competitive insights and the CI team’s POV are incorporated into decision making.Basic Qualifications:
5-7+ years of CI, market intelligence, product, sales, and/or pre-sales experience.Technical proficiency and curiosity. You enjoy getting into the details with software products and understand how they fit within established and constantly evolving markets.Able to distill large amounts of information into compelling stories and presentations.Strong analytical and critical-thinking skills, with the ability to draw insights from complex data sets.Shown executive presence and ability to deliver compelling presentations to a wide range of audiences including executive management, sales teams, customers, and partners.Attention to detail, including documenting analyses, results, and processes to drive scale across the team.Ability to prioritize multiple concurrent initiatives and quickly switch focus across domain areas.Preferred Qualifications:
Experience working in the CRM/Customer Engagement space (Customer Service, Sales Automation, Marketing Automation).Experience with Competitive Intelligence and have been certified through accredited providers.Field-facing experience working with customers in a sales or customer success capacity.Shown understanding of enterprise software or SaaS economics; comfortable reviewing a 10-K or S-1 to extract insights.Hands-on experience in performing analysis using Tableau or similar BI tools.Experience in market research and quantitative analysis, including building models and scenario planning.Where we work:
Fully Flexible:
In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.#Remote
#LI-JM7The intelligent heart of customer experienceZendesk 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 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. 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.
#J-18808-Ljbffr
Customer Service and Support software is a $30+ billion market that is growing at 17%+ each year. The top 10 vendors own 50% of the market. The CRM world is as competitive as ever, our business is looking to our Competitive Intelligence team to increasingly influence the strategic direction of the company and product. In this role, you will become enriched with deep subject matter expertise in not only our competition but also the markets we serve. This position demands a strategic mind, an inquisitive nature, and the ability to synthesize vast amounts of information into actionable insights. In addition, the role calls for tight collaboration with cross-functional teams, including Product Marketing, Product, Sales, Customer Success, and Enablement, to produce insightful POVs, competitive assets, and strategic programs to drive success. This role is a hybrid of traditional roles in product analysis, strategy, product marketing, and sales support – requiring a mix of skills including: research, writing, positioning, data analysis, and operational support. If you have a passion for driving broad and strategic impact to the business, driving initiatives, and working cross-functionally, this role is meant for you.What you'll be doing
Research, monitor, and articulate the designated competitor’s business and product strategies to a diverse set of audiences.Support field teams with global competitive training (in partnership with Sales Enablement), scalable self-serve competitive assets (internal and external facing), as well as high touch support on sales deals and in competitive situations with customers (present to prospects and customers if needed).Provide prescriptive mentorship to our sales and customer success teams through 1:1 engagement to help Zendesk win, grow, and retain every customer.Support the delivery of regular insights for company-wide briefings and department specific updates (Company all hands, Product Summits, C-staff meetings, Sales Kickoff, Sales & Success Training) to deliver actionable and impactful insights and recommendations.Work with cross-functional teams (e.g., Product, Marketing, Sales, Finance, and Legal) to ensure competitive insights and the CI team’s POV are incorporated into decision making.Basic Qualifications:
5-7+ years of CI, market intelligence, product, sales, and/or pre-sales experience.Technical proficiency and curiosity. You enjoy getting into the details with software products and understand how they fit within established and constantly evolving markets.Able to distill large amounts of information into compelling stories and presentations.Strong analytical and critical-thinking skills, with the ability to draw insights from complex data sets.Shown executive presence and ability to deliver compelling presentations to a wide range of audiences including executive management, sales teams, customers, and partners.Attention to detail, including documenting analyses, results, and processes to drive scale across the team.Ability to prioritize multiple concurrent initiatives and quickly switch focus across domain areas.Preferred Qualifications:
Experience working in the CRM/Customer Engagement space (Customer Service, Sales Automation, Marketing Automation).Experience with Competitive Intelligence and have been certified through accredited providers.Field-facing experience working with customers in a sales or customer success capacity.Shown understanding of enterprise software or SaaS economics; comfortable reviewing a 10-K or S-1 to extract insights.Hands-on experience in performing analysis using Tableau or similar BI tools.Experience in market research and quantitative analysis, including building models and scenario planning.Where we work:
Fully Flexible:
In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.#Remote
#LI-JM7The intelligent heart of customer experienceZendesk 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 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. 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.
#J-18808-Ljbffr