Zendesk
Commercial Account Executive, UKI Join us at Zendesk , where we're on a mission to power exceptional service for every person on the planet. We're accelerating our ambition by building products rooted in the belief that behind every interaction is an opportunity to make a human connection, increasingly powered by cutting-edge AI .In pursuit of this vision, we are seeking a dedicated Account Executive with a proven track record in B2B sales and a passion for driving growth in the SaaS landscape. You will play a vital role in growing our Commercial account base and owning the full sales lifecycle . Your focus will be on building relationships and introducing innovative solutions-especially those leveraging Generative AI -to new customers, in addition to growing our existing partnerships by continuing to expand our offerings and deepen Zendesk's impact by aligning to our customers' goals. What You'll Be Doing Drive top-line revenue growth by acquiring new commercial customers and developing innovative strategies for account expansion. Own the entire sales cycle, from strategic new business prospecting through sophisticated negotiation and expertise closing. Manage and nurture customer relationships ensuring maximum satisfaction and retention, and promoting long-term strategic partnerships. Act as a strategic advisor to C-Suite and VP executives, articulating the vision and transformative value of Zendesk's AI-powered platform and its impact on their business objectives (e.g., customer experience, operational efficiency, cost savings). Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability. Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients. Lead complex and competitive sales cycles utilizing your strong communication skills and value selling to articulate compelling business cases. Consistently develop a robust pipeline of qualified new business opportunities and maintain an accurate forecast to exceed quarterly and annual revenue goals. Establish and maintain executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions. Collaborate with internal teams to enhance sales strategies and streamline sales execution. Exceed revenue goals on a quarterly and annual basis leveraging weekly and monthly KPIs. What You Bring To The Role BA/BS degree or equivalent experience required. At least 4 years of B2B sales or solution engineering experience, preferably in the SaaS industry with a proven record of exceeding sales targets. Demonstrable expertise in end-to-end deal management, from lead generation and qualification to technical evaluation and contracting. Experience selling in the UK/Irish market. Expertise in navigating complex sales cycles and renewals, including multi-month, value-centric processes with proof of concept stages. Proven ability to engage, present to, and influence C-level (CEO, COO, CIO) and VP-level executives, translating complex product capabilities into clear business outcomes. Strong foundational understanding of Artificial Intelligence (AI) and Machine Learning (ML) principles, with the confidence to discuss strategic AI roadmaps and Generative AI applications with executive stakeholders. Experience in managing and expanding customer relationships at various levels. Exceptional presentation, negotiation, and deal closing skills, with a proven ability to leverage industry and product knowledge to drive final commitment. An entrepreneurial spirit, strong collaboration skills, and a drive for continuous professional growth. Strong knowledge of industry trends and the ability to build relationships with key decision makers. Experience creating and leveraging territory and account plans. Familiarity with key Sales tools such as Salesforce, Clari Groove and Gong. Ability to travel as necessary. 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 with your specific accommodation request.
Commercial Account Executive, UKI Join us at Zendesk , where we're on a mission to power exceptional service for every person on the planet. We're accelerating our ambition by building products rooted in the belief that behind every interaction is an opportunity to make a human connection, increasingly powered by cutting-edge AI .In pursuit of this vision, we are seeking a dedicated Account Executive with a proven track record in B2B sales and a passion for driving growth in the SaaS landscape. You will play a vital role in growing our Commercial account base and owning the full sales lifecycle . Your focus will be on building relationships and introducing innovative solutions-especially those leveraging Generative AI -to new customers, in addition to growing our existing partnerships by continuing to expand our offerings and deepen Zendesk's impact by aligning to our customers' goals. What You'll Be Doing Drive top-line revenue growth by acquiring new commercial customers and developing innovative strategies for account expansion. Own the entire sales cycle, from strategic new business prospecting through sophisticated negotiation and expertise closing. Manage and nurture customer relationships ensuring maximum satisfaction and retention, and promoting long-term strategic partnerships. Act as a strategic advisor to C-Suite and VP executives, articulating the vision and transformative value of Zendesk's AI-powered platform and its impact on their business objectives (e.g., customer experience, operational efficiency, cost savings). Proactively identify and pursue opportunities to cross sell additional products and services to existing customers to optimize account revenue and profitability. Leverage data insights, customer intents, and adoption history to effectively prospect new clients and enhance retention strategies, leading to improved conversion rates in new business pipeline and increased retention and expansion of existing clients. Lead complex and competitive sales cycles utilizing your strong communication skills and value selling to articulate compelling business cases. Consistently develop a robust pipeline of qualified new business opportunities and maintain an accurate forecast to exceed quarterly and annual revenue goals. Establish and maintain executive sponsorship, leveraging your industry expertise to build relationships with decision-makers and champions. Collaborate with internal teams to enhance sales strategies and streamline sales execution. Exceed revenue goals on a quarterly and annual basis leveraging weekly and monthly KPIs. What You Bring To The Role BA/BS degree or equivalent experience required. At least 4 years of B2B sales or solution engineering experience, preferably in the SaaS industry with a proven record of exceeding sales targets. Demonstrable expertise in end-to-end deal management, from lead generation and qualification to technical evaluation and contracting. Experience selling in the UK/Irish market. Expertise in navigating complex sales cycles and renewals, including multi-month, value-centric processes with proof of concept stages. Proven ability to engage, present to, and influence C-level (CEO, COO, CIO) and VP-level executives, translating complex product capabilities into clear business outcomes. Strong foundational understanding of Artificial Intelligence (AI) and Machine Learning (ML) principles, with the confidence to discuss strategic AI roadmaps and Generative AI applications with executive stakeholders. Experience in managing and expanding customer relationships at various levels. Exceptional presentation, negotiation, and deal closing skills, with a proven ability to leverage industry and product knowledge to drive final commitment. An entrepreneurial spirit, strong collaboration skills, and a drive for continuous professional growth. Strong knowledge of industry trends and the ability to build relationships with key decision makers. Experience creating and leveraging territory and account plans. Familiarity with key Sales tools such as Salesforce, Clari Groove and Gong. Ability to travel as necessary. 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 with your specific accommodation request.
Zendesk
Job Description Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change - we lead it. As visionary architects of our AI powered Resolution Platform, AI Success Strategists shape and deliver long term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and building executive partnerships from day one so AI initiatives start strong and scale predictably. Mission You will own end to end delivery of customers' AI roadmaps: translating product capabilities into clear business strategies, defining a long term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention-while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success planning engagements that create measurable playbooks and milestones early in the lifecycle. Overarching Objective for the Role Accelerate customers' time to value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scale. Own customers' multi year AI roadmap and execute cross functional delivery-aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs. Deliver quantifiable commercial outcomes-protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements. How You'll Make an Impact Full ownership of AI roadmap delivery: lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision. Design authority: serve as the design authority for customers' AI deployments-lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly. Long term AI vision & business strategy: partner with executive stakeholders to co create and refine a forward looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle. Internal and external stakeholder alignment: dedicate effort to internal cross functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead: coordinate and sequence activities, identify and elevate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times. Sustain engagement & mutual AI roadmap: maintain recurring outcome driven cadences and mutual AI roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal. Channel & adoption strategy: own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement. Measure and drive impact: utilize data driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction. Responsible AI & compliance: confidently advise customers on ethical AI practices, data governance, and compliance considerations - framing use cases within safe, explainable, and policy aligned guardrails. What You'll Need to Succeed Strategic Skills & Expertise Project & program management: proven ability to orchestrate multi phase technology adoption projects, managing diverse teams and timelines with clarity and agility. Product and technical knowledge: product expert who assesses customers' use case automation potential and technical readiness (generative AI, integrations, authentication), helps craft user journeys and translate features into value. Liaise with ProdDev teams to remove blockers for adoption, implementation fixes and provide feedback on (beta) features. Business & strategic acumen: demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision making. Consultation & communication: strong stakeholder engagement skills-whether customer executives or internal teams to advance AI adoption and sustain strategic partnerships. Analytical & outcome focused: strong analytical capacity to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans. Forward thinking & pragmatic: visionary in embracing AI's potential with a grounded, realistic approach to execution-balancing innovation with practical delivery feasibility. Qualifications Must have a minimum of 10+ years of related experience in Customer Success / Experience, 2+ years of AI related experience. Previous experience in go to customer/GTM roles in enterprise technology / SaaS-either customer success management, professional services/consulting, technical account management, or solutions engineering/pre sales consulting. Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention or growth. Bachelor's degree in Business, Computer Science, Engineering or related field; advanced degrees; certifications in AI strategy or project management preferred. Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction. Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes. Great to have AI domain expertise: deep understanding of AI capabilities within Zendesk's platform, not necessarily hands on technical, but sufficient to translate product features into business value and strategic initiatives. About Us 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. Equal Opportunity & Diversity 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 contact the People & Places team.
Job Description Why This Role? Why Now? Customer experience is transforming through AI-driven innovation. At Zendesk, we don't just embrace this change - we lead it. As visionary architects of our AI powered Resolution Platform, AI Success Strategists shape and deliver long term AI success for our customers. This role transcends technical deployment; it is about owning the strategic AI roadmap, maximizing business impact, and building executive partnerships from day one so AI initiatives start strong and scale predictably. Mission You will own end to end delivery of customers' AI roadmaps: translating product capabilities into clear business strategies, defining a long term AI vision, aligning internal and external teams, and driving execution from initial adoption through sustained expansion. Your success is measured by high customer satisfaction, increased automated resolution usage, and improved retention-while orchestrating the right mix of product, services, and partner resources. You will lead structured discovery and success planning engagements that create measurable playbooks and milestones early in the lifecycle. Overarching Objective for the Role Accelerate customers' time to value by driving adoption and operational excellence for Zendesk AI solutions, ensuring customers realize measurable business impact from initial deployment through scale. Own customers' multi year AI roadmap and execute cross functional delivery-aligning Product, Services, Sales, and Partners to scale safe, sustainable AI programs. Deliver quantifiable commercial outcomes-protect renewals, grow account expansion, and translate AI adoption into predictable revenue and retention improvements. How You'll Make an Impact Full ownership of AI roadmap delivery: lead the design, planning, and execution of comprehensive AI adoption and expansion roadmaps for key customers, ensuring alignment to their broader business goals and customer success vision. Design authority: serve as the design authority for customers' AI deployments-lead solution design reviews, ensure deployments align with the latest best practices and collaborate with Professional Services on integration and configuration guidance. For complex agent implementations, coordinate troubleshooting and technical escalations with Professional Services, Product and Engineering to resolve blockers quickly. Long term AI vision & business strategy: partner with executive stakeholders to co create and refine a forward looking AI strategy that anticipates market trends and customer needs. Serve as the primary AI thought leader and trusted advisor throughout the engagement lifecycle. Internal and external stakeholder alignment: dedicate effort to internal cross functional collaboration, aligning Product, Professional Services, Sales, Success, and other teams to deliver on the AI roadmap. Serve as the Engagement Lead: coordinate and sequence activities, identify and elevate risks early, and ensure the right technical, product, and services resources are engaged at the appropriate times. Sustain engagement & mutual AI roadmap: maintain recurring outcome driven cadences and mutual AI roadmap that define strategic goals, shared initiatives, measurable success, and a roadmap to maximize value and secure renewal. Channel & adoption strategy: own the channel strategy for AI solution dissemination and adoption, balancing direct customer delivery with channel enablement and partner engagement. Measure and drive impact: utilize data driven insights to track AI adoption, resolution metrics, and gross revenue retention improvements. Continuously refine strategies to optimize outcomes and customer satisfaction. Responsible AI & compliance: confidently advise customers on ethical AI practices, data governance, and compliance considerations - framing use cases within safe, explainable, and policy aligned guardrails. What You'll Need to Succeed Strategic Skills & Expertise Project & program management: proven ability to orchestrate multi phase technology adoption projects, managing diverse teams and timelines with clarity and agility. Product and technical knowledge: product expert who assesses customers' use case automation potential and technical readiness (generative AI, integrations, authentication), helps craft user journeys and translate features into value. Liaise with ProdDev teams to remove blockers for adoption, implementation fixes and provide feedback on (beta) features. Business & strategic acumen: demonstrated skill in aligning AI solutions to customer business challenges, driving revenue growth, and influencing executive decision making. Consultation & communication: strong stakeholder engagement skills-whether customer executives or internal teams to advance AI adoption and sustain strategic partnerships. Analytical & outcome focused: strong analytical capacity to interpret adoption data, develop predictive health scores, forecast retention/expansion, and translate metrics into prioritized action plans. Forward thinking & pragmatic: visionary in embracing AI's potential with a grounded, realistic approach to execution-balancing innovation with practical delivery feasibility. Qualifications Must have a minimum of 10+ years of related experience in Customer Success / Experience, 2+ years of AI related experience. Previous experience in go to customer/GTM roles in enterprise technology / SaaS-either customer success management, professional services/consulting, technical account management, or solutions engineering/pre sales consulting. Demonstrated experience in using adoption and health analytics to forecast churn and expansion; surface early risk signals and recommended mitigations to secure retention or growth. Bachelor's degree in Business, Computer Science, Engineering or related field; advanced degrees; certifications in AI strategy or project management preferred. Experience managing AI or software adoption programs with demonstrated impact on business metrics such as retention or satisfaction. Demonstrated experience designing and executing success plans or roadmaps that drive measurable customer outcomes. Great to have AI domain expertise: deep understanding of AI capabilities within Zendesk's platform, not necessarily hands on technical, but sufficient to translate product features into business value and strategic initiatives. About Us 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. Equal Opportunity & Diversity 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 contact the People & Places team.