# Service Management Solutions Specialist **Company**: Zendesk **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Sales **Industry**: Technology **Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Berlin-Germany/Senior-Sales-Product-Specialist_R34104-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_cb63f5f6-411 ## Description Behind every great customer experience is an amazing employee experience. At Zendesk, we're on a mission to power exceptional service for every person on the planet , and that starts from the inside out. We're looking for a Service Management Solutions Specialist to be the champion for our Service Management business , across every function an enterprise serves, from IT and HR to Facilities, Finance, Legal, and Procurement. This is a hybrid role that blends genuine technical depth with real sales ownership. You will carry a number and drive deals to close, and you will personally own the technical conversation , running discovery, connecting the customer challenges to our solution, and demonstrating it with authority. **The Impact (What You'll Actually Do)** As our strategic subject matter expert for Service Management, you'll do something most roles split across two people: you'll win the deal and own the technical depth behind it. You will: - Strategize on Sales Strategy: Partner with our core sales teams to drive Service Management opportunities from discovery to close , while carrying real responsibility for pipeline and bookings. - Run the Technical Discovery: Lead discovery with IT, HR, Facilities, Finance, and other service owners , mapping their current environment, integrations, workflows, and data model , to uncover the real requirements beneath the stated ones. - Assist in Architecting the Solution: Design Service Management solutions that solve genuine challenges across any service domain , workflow automation, service catalogs, approvals, SLAs, knowledge management, and AI-driven resolution , not just for IT, but for every team that delivers service to employees. - Demonstrate With Authority: Help craft and deliver compelling, domain-specific demonstrations and proofs-of-concept, tailored to the customer's actual use cases, that stand up to scrutiny from technical evaluators and service management practitioners alike. - Handle the Hard Questions: Navigate technical objections and competitive comparisons. - Empower the Team: Help educate and up-skill the regional sales organization on the full breadth of Service Management , the service domains, buyer profiles, and how to spot and qualify opportunities across the enterprise. - Shape the Product: Act as the vital bridge between the market and our product development team, turning real-world customer and technical feedback into next-generation product features. **Who You Are (Skills & Mindset)** We know that excellent talent comes from diverse backgrounds. For this role, we are looking for a genuine blend , someone who can carry a quota and hold their own in a technical discussion. The best candidates are equally comfortable talking business value with an economic buyer and workflow architecture with a service management practitioner. Someone with a growth mindset vs. fixed mindset. **The Must-Haves** - Service Management Domain Expertise: Hands-on knowledge of enterprise service management across more than just IT , incident, problem, change, and request management, service catalogs, approvals, SLA design, and how service delivery works across functions like HR, Facilities, and Finance. - B2B SaaS Sales Experience: A proven track record in B2B SaaS sales, guiding clients through value-centric sales cycles with ownership of the outcome. - Technical Credibility: The ability to deliver product demonstrations, discuss integrations, APIs, and data models, and propose solutions that fit into a broader enterprise technology stack. - Strategic Communication: The ability to consult with key decision-makers, understand macro-level business needs across functions, and translate them into concrete, demonstrable technical solutions. - Complex Deal Navigation: Experience guiding clients through consultative, multi-stakeholder sales cycles where both business value and technical fit determine the outcome. - Collaboration Mindset: A team-first attitude with the desire to coach internal sellers, partner across functions, and win together. - Mobility: Willingness and ability to travel to customer locations when those face-to-face connections and on-site working sessions matter most. **The Nice-to-Haves** - ITIL Knowledge: ITIL Foundation certification or equivalent practical ITIL process knowledge. - Platform Background: Prior experience at or against a service management platform (ServiceNow, Freshservice, Jira Service Management, BMC, or similar), in a sales, pre-sales, or implementation capacity. - AI & Automation: Familiarity with applying AI to service use cases , deflection, intelligent routing, knowledge retrieval, and autonomous resolution , across service domains. - Cross-Functional Service Depth: Foundational knowledge of Service & Operations Management beyond IT , HR, Facilities, Finance, Legal, or Procurement service delivery. - Education: A BA/BS degree or equivalent practical experience. ## Skills ### Required - Service Management - B2B SaaS Sales - Technical Credibility - Strategic Communication - Complex Deal Navigation - Collaboration Mindset ### Nice to have - ITIL Knowledge - Platform Background - AI & Automation - Cross-Functional Service Depth --- Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Berlin-Germany/Senior-Sales-Product-Specialist_R34104-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)