Job Description

Who We're Looking For

Zendesk is a global leader in AI-powered customer and employee service, renowned for our powerful yet user-friendly solutions. We are seeking an experienced Product Marketing Manager to help drive product, sales, and adoption initiatives for Zendesk’s fast-growing employee service business. You will play a meaningful role in driving our employee service business forward by defining and executing GTM strategies to achieve our company’s ambitious employee service goals. You will partner cross-functionally across our product and GTM organizations and work closely with senior leaders in sales, marketing, and product. 

You are an expert storyteller who is passionate about ‘rolling your sleeves up’ and working with a broad set of stakeholders to get things done. You will report to the Director of Employee Service Product Marketing and work closely with the broader Product Marketing team.

Key Responsibilities:

• Develop and maintain a deep understanding of the employee service market, particularly Enterprise Service Management (ESM) and IT Service Management (ITSM), including buyer personas, industry trends, and competitive landscape.
• Craft compelling product narratives and solution messaging that communicate core use cases and the value of our employee service solution.
• Lead cross-functional sales, marketing, and customer initiatives. 
• Collaborate with Product, Marketing, and Sales teams to develop and execute product launch strategies, including assets for campaigns, press releases, analyst briefings, and more.
• Enable GTM teams and develop materials to support customer-facing interactions, such as sales pitch decks, one pagers, case studies, demos, and more.
• Support deals and customer engagements as a subject matter expert.
• Evangelize Zendesk for Employee Service through public speaking engagements and analyst briefings.

What You Bring to the Role

• 10+ years of B2B SaaS product marketing experience.
• Direct experience in the IT Service Management (ITSM) or Enterprise Service Management (ESM) market.
• Exceptional storytelling ability with a talent for articulating complex ideas simply and effectively.
• Superior analytical and problem-solving skills with keen attention to detail and pattern recognition.
• Proven experience in utilizing advanced AI tools to perform daily work and key projects.
• Executive presence with the ability to engage and collaborate effectively with senior leadership.
• Strong project management skills with excellent execution, follow-through, and attention to detail.
• Comfortable operating independently in a startup-like environment to build and execute new programs and initiatives and deliver on tight deadlines.
• Customer-first mentality with a passion for understanding and addressing customer needs.

The US annualized base salary range for this position is $153,000.00-$229,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

The intelligent heart of customer experience

Zendesk 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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 [email protected] with your specific accommodation request.