Senior Product Sales Specialist
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.
As a leader in Employee Service, Zendesk provides innovative solutions that enhance productivity, deliver high-quality service at scale, and improve employee experiences. We support our customers with the tools they need to streamline internal operations and foster engagement, ensuring they can support employees during crucial moments - from onboarding new hires to answering benefits questions and managing leave and internal tool requests.
We are 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. In this role, you will be instrumental in expanding our Employee Service account base by building strong relationships with key-decision makers and introducing innovative solutions to new customers. You will also focus on growing our existing partnerships by expanding our offerings and deepening Zendesk's impact.
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. You will:
- 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)
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
- 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 nto 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
Our customers already trust us with their customers. This role is how we earn the right to be trusted with everything else, every team, every service, every request across the enterprise. You'll be the rare person who can both win the business and prove, hands-on, that Zendesk can run the entire service layer of a company. That combination is what makes this role and the person in it so valuable.
Hybrid: 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. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
