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.