Enterprise AI & CX Solutions Architect

Zendesk, Inc.; New York (NY); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid work model

Global offices

Inclusive culture

Job summary

Zendesk, Inc. is seeking a Strategic Account Director to win new business with large enterprises across industries. You will build trusted executive relationships, connect priorities to Zendesk’s service and AI solutions, and guide opportunities from discovery to close.

In this hybrid role, you’ll coordinate with Solution Engineers, Product Specialists, Marketing, and partners, maintain CRM forecasts, and ensure a smooth handoff to post-sale teams while driving measurable outcomes for customers.

Qualifications

• 12+ years of related experience in complex B2B SaaS sales.
• Proven track record in owning new-business opportunities with measurable outcomes.
• Experience with prospecting, executive engagement, and multi-stakeholder deals.
• Ability to discuss AI, automation, and platform value credibly.
• Equivalent practical experience welcomed; no specific degree required.

Responsibilities

• Build and manage qualified pipeline through prospecting, inbound opportunities, partner relationships, and territory planning.
• Lead complex sales from discovery and qualification through business case, proposal, negotiation, and close.
• Connect customer goals and service challenges to a Zendesk platform and AI solution, with measurable outcomes.
• Build relationships across executive, business, technical, finance, security, and procurement teams.
• Own pursuit strategy, deal progression, and commercial decisions within approved guidelines.
• Bring together Solution Engineers, Product Specialists, Marketing, SDR/BDR teams, partners, and leaders to advance opportunities.
• Maintain accurate CRM records and forecasts, surface risks early, and keep buyers aligned on next steps.
• Document customer goals, commitments, and success conditions to support a smooth handoff and share market insights with internal teams.

Skills

New-business sales

Consultative discovery

Executive engagement

Complex deal ownership

Forecasting / CRM

Job description

Zendesk, Inc. is seeking a Strategic Account Director to win new business with large enterprises across industries. You will build trusted executive relationships, connect priorities to Zendesk’s service and AI solutions, and guide opportunities from discovery to close.

In this hybrid role, you’ll coordinate with Solution Engineers, Product Specialists, Marketing, and partners, maintain CRM forecasts, and ensure a smooth handoff to post-sale teams while driving measurable outcomes for customers.