Retail Enterprise Growth Director

Zendesk, Inc.; Connecticut; 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 connect executive buyers to Zendesk’s service and AI solutions, guiding complex opportunities from first conversation through close and handing off to post-sale teams.

You’ll lead cross-functional teams, manage pipeline, and bring customer goals to life with measurable outcomes, while maintaining accurate CRM records and forecasts.

Qualifications

• Typically 12+ years of related experience in complex retail software sales.
• Experience owning new-business opportunities and delivering measurable commercial outcomes (quota attainment, new ARR, or growth).
• Experience with prospecting, value-based discovery, executive engagement, and complex deal ownership.
• Ability to discuss AI, automation, and platform value credibly; involve specialists when deeper technical expertise is 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 Zendesk platform and AI solutions, 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 mindset

Executive engagement

Forecasting

Cross-functional collaboration

Clear communication

AI/automation understanding

Tools

CRM software

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 connect executive buyers to Zendesk’s service and AI solutions, guiding complex opportunities from first conversation through close and handing off to post-sale teams.

You’ll lead cross-functional teams, manage pipeline, and bring customer goals to life with measurable outcomes, while maintaining accurate CRM records and forecasts.