Description
Join Zendesk, a leader in Employee Service, where you're on a mission to power exceptional service for every person on the planet.
We're seeking a Senior Product Sales Specialist with a proven track record in B2C and B2B sales and a passion for driving growth within the SaaS space.
The Impact (What You'll Actually Do)
As our strategic subject matter expert for Employee Service, you'll do something most roles split across two people: you'll win the deal and own the technical depth behind it.
- Strategise 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.
- 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)
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 Must-Haves
- 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.
Why This Role Matters
This role is how we earn the right to be trusted with everything else, every team, every service, every request across the enterprise.
Hybrid Work Arrangement
In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.