Enterprise Retail New-Business Director

Zendesk, Inc.; Michigan; Hybrid; USD 150,000 - 230,000; Full time

Job summary

Zendesk, Inc. is seeking a Strategic Account Director for Retail New Business to create and close durable net-new business in large retail and consumer brands.

You will build trusted relationships with executive buyers, connect priorities to Zendesk’s AI and service solutions, and guide complex opportunities from discovery to close. You’ll lead cross-functional teams, own pursuit strategy, and maintain forecasts while delivering measurable outcomes and a smooth handoff to post-sale teams.

Qualifications

• Typically 12+ years of related experience, with demonstrated success in complex retail software sales.
• A track record of owning new-business opportunities and delivering measurable commercial outcomes.
• Experience with prospecting, value-based discovery, executive engagement, and complex deal ownership.
• Ability to discuss AI, automation, and platform value credibly, involving specialists when needed.
• Equivalent practical experience is welcome; no specific degree is required.

Responsibilities

• Build and manage qualified pipeline through targeted 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.

Skills

New business

Executive engagement

Complex deals

Prospecting

AI discussions

Education

Equivalent practical experience

Tools

CRM software

Sales tools

Job description

Zendesk, Inc. is seeking a Strategic Account Director for Retail New Business to create and close durable net-new business in large retail and consumer brands.

You will build trusted relationships with executive buyers, connect priorities to Zendesk’s AI and service solutions, and guide complex opportunities from discovery to close. You’ll lead cross-functional teams, own pursuit strategy, and maintain forecasts while delivering measurable outcomes and a smooth handoff to post-sale teams.