Retail Enterprise Growth Director (Strategic Accounts)

Zendesk, Inc.; Rhode Island; Hybrid; USD 180,000 - 240,000; Full time

Job summary

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

You will build trusted relationships with executive buyers and guide complex opportunities from first conversation through close, aligning customer goals with Zendesk’s service and AI solutions. You’ll collaborate with Solution Engineers, Product Specialists, Marketing, and partners to advance opportunities, maintain

Qualifications

• 12+ years of related experience in complex retail software sales.
• Record of owning new-business opportunities and delivering measurable outcomes such as quota attainment or ARR growth.
• Experience with prospecting, value-based discovery, executive engagement, and complex deal ownership.
• Ability to discuss AI, automation, and platform value credibly and 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 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 mindset

Consultative discovery

Executive trust

Commercial judgment

Forecasting discipline

Clear communication

Cross-functional teamwork

Job description

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

You will build trusted relationships with executive buyers and guide complex opportunities from first conversation through close, aligning customer goals with Zendesk’s service and AI solutions. You’ll collaborate with Solution Engineers, Product Specialists, Marketing, and partners to advance opportunities, maintain