Senior Enterprise Retail Account Director

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

Job summary

Zendesk, Inc. is seeking a Strategic Account Director for Retail New Business. You will build trusted C-level relationships, connect priorities to Zendesk’s AI-enabled service solutions, and guide multi-stakeholder opportunities from first conversation through close.

You’ll lead pipeline development and orchestrate cross-functional teams to win durable net-new business in large retail and consumer brands, ensuring accurate forecasting and seamless handoffs to post-sale teams.

Qualifications

• Typically 12+ years of related experience in complex retail software sales.
• 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 with cross-functional teams.

Responsibilities

• Build and manage qualified pipeline through targeted prospecting, inbound opportunities, partner relationships, and territory planning.
• Lead complex sales from discovery through to close with business case and negotiations.
• Connect customer goals to Zendesk’s AI solutions with measurable outcomes.
• Engage across executive, business, technical, finance, security, and procurement teams to drive deals.
• Own pursuit strategy, deal progression, and commercial decisions within guidelines.
• Coordinate with Solution Engineers, Product Specialists, Marketing, SDR/BDR, partners, and leaders to advance opportunities.
• Maintain accurate CRM records and forecasts, surface risks early, and align buyers on next steps.
• Document goals, commitments, and success criteria to support smooth handoffs and market insights.

Skills

New-business mindset

Consultative discovery

Executive engagement

Deal ownership

Forecasting

Clear communication

Cross-functional leadership

Tools

CRM software

Job description

Zendesk, Inc. is seeking a Strategic Account Director for Retail New Business. You will build trusted C-level relationships, connect priorities to Zendesk’s AI-enabled service solutions, and guide multi-stakeholder opportunities from first conversation through close.

You’ll lead pipeline development and orchestrate cross-functional teams to win durable net-new business in large retail and consumer brands, ensuring accurate forecasting and seamless handoffs to post-sale teams.