Senior Product Marketing Manager, Contact Center

Zendesk; Ontario; Hybrid; CAD 148,000 - 222,000; Full time

Job summary

A leading company is seeking a Senior Product Marketing Manager for their Contact Center team. This role involves driving go-to-market strategies, collaborating with cross-functional teams, and enhancing product messaging. Ideal candidates will have extensive experience in product marketing within the contact center industry and a strong analytical mindset.

Qualifications

• 8+ years in Product Marketing, preferably in CCaaS or contact center software.
• Strong business acumen and industry knowledge.

Responsibilities

• Develop insights into the market, customers, key buyers, and competitors.
• Create sales enablement assets and incorporate research insights.

Skills

Business Acumen

Analytical Mindset

Problem-Solving

Attention to Detail

Customer-First Approach

Tools

AWS

Amazon Connect

Job description

Senior Product Marketing Manager, Contact Center

Join to apply for the Senior Product Marketing Manager, Contact Center role at Zendesk

Job Description

Zendesk’s award-winning Product Marketing team is looking for a Sr. Manager, Product Marketing : Contact Center to help drive Zendesk’s GTM and product initiatives. This role is responsible for supporting various PMM functions including research, messaging and positioning, GTM support, enablement, and partnership across multiple organizations to achieve company goals.

You will support and partner with a cross-functional team involved with all GTM organizations and work closely with senior leaders in sales, marketing, and product. The role requires proactive collaboration, communication with global teams, and a hands-on approach to execution. Reporting to the Senior Director of PMM, this position involves regular interaction with teams across different time zones.

Responsibilities

• Develop insights into the market, customers, key buyers, and competitors.
• Use market research to craft differentiated messaging and positioning for Zendesk.
• Create sales enablement assets and incorporate research insights to enhance training and tools.
• Innovate to improve deliverables and processes.
• Serve as a subject matter expert, collaborating cross-functionally to meet goals.
• Partner with Product teams to launch features, update roadmaps, and develop GTM materials.
• Coordinate marketing activities aligned with strategic objectives.
• Engage with teams across sales, marketing, partners, and post-sales services.
• Support long-term planning and regional programs.
• Maintain internal alignment with departments like Product, Finance, IT, and HR.
• Assist in preparing strategic updates and presentations for executive stakeholders.

Skills and Experience

• 8+ years in Product Marketing, preferably in CCaaS or contact center software for enterprises.
• Strong business acumen and industry knowledge.
• Understanding of the contact center and customer service platforms.
• Analytical mindset with problem-solving skills and attention to detail.
• Ability to engage effectively with senior leadership.
• Proactive, outcome-focused, and self-motivated.
• Customer-first approach.

Nice to Haves

• Familiarity with AWS and Amazon Connect.

The US annual base salary range is $148,000 - $222,000, with potential bonuses and benefits. The role is hybrid, requiring onsite presence part of the week, with specific schedules to be determined. Zendesk values diversity and provides accommodations for applicants with disabilities.

• Seniority level : Mid-Senior level
• Employment type : Full-time
• Job function : Marketing and Sales
• Industry : Software Development

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