Senior Enterprise Retail Account Director – Remote

Zendesk, Inc.; New Hampshire; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

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 forge executive relationships, connect goals to Zendesk’s AI-driven service platform, and steer complex deals from discovery through close.

In this role you’ll lead multi-disciplinary teams, own pursuit strategy, and ensure accurate forecasts and strategic handoffs to the post-sale organization.

Qualifications

• Proven ability to create demand through persistent prospecting and discovery.
• Experience guiding complex retail software deals with multiple stakeholders.
• Ability to articulate ROI and platform value to executive buyers.

Responsibilities

• Build and manage qualified pipeline through prospecting, inbound, partners, and territory planning.
• Lead complex sales from discovery to close with business cases and negotiations.
• Align customer goals with Zendesk's AI and service platform outcomes.
• Collaborate with executives, finance, security, and procurement teams across the deal lifecycle.
• Own pursuit strategy, deal progression, and commercial decisions within guidelines.
• Coordinate with Solution Engineers, Product Specialists, Marketing, and channel partners to advance opportunities.
• Maintain CRM records and forecasts, surface risks early, and align buyers on next steps.
• Document customer goals and success conditions to aid a smooth handoff to post-sale teams.

Skills

New-business mindset

Consultative discovery

Executive stakeholder engagement

Deal progression & closing

Forecasting & CRM discipline

Cross-functional collaboration

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 forge executive relationships, connect goals to Zendesk’s AI-driven service platform, and steer complex deals from discovery through close.

In this role you’ll lead multi-disciplinary teams, own pursuit strategy, and ensure accurate forecasts and strategic handoffs to the post-sale organization.