Enterprise Retail New-Business Director (AI & CX)

Zendesk, Inc.; Philadelphia (Philadelphia County); Hybrid; USD 180,000 - 280,000; Full time

Job summary

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

You will cultivate executive relationships, align customer goals to Zendesk’s AI-powered service platform, and guide complex opportunities from initial conversation through close. You’ll coordinate with Solution Engineers, Product Specialists, Marketing, and Partners to drive pipeline, support commercial decisions, and ensure a smooth

Qualifications

• 12+ years in complex retail software sales or related field.
• Track record of owning new-business opportunities and delivering measurable outcomes.
• Experience with prospecting, discovery, executive engagement, and multi-stakeholder deals.
• Ability to discuss AI, automation, and platform value credibly with both business and technical audiences.
• Equivalent practical experience welcome; degree not required.

Responsibilities

• Build and manage qualified pipeline through prospecting, inbound opportunities, and territory planning.
• Lead complex sales from discovery to close, including business case development and negotiations.
• Connect customer goals to Zendesk platform and AI solutions with measurable outcomes.

Skills

New-business mindset

Consultative discovery

Executive engagement

Deal ownership

Forecasting

Cross-functional collaboration

AI value communication

Job description

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

You will cultivate executive relationships, align customer goals to Zendesk’s AI-powered service platform, and guide complex opportunities from initial conversation through close. You’ll coordinate with Solution Engineers, Product Specialists, Marketing, and Partners to drive pipeline, support commercial decisions, and ensure a smooth