Job Description
Role: Senior Product Marketing Manager
Function: Drive Zendesk’s product marketing efforts to ensure successful launch, adoption, and impact of platform capabilities for building and customizing on Zendesk. This role is responsible for a wide range of functions including market and customer research, messaging and positioning development, technical marketing, GTM enablement, and partnership with a cross-functional team tied to sales, marketing, and product to achieve company goals.
Elements:
- Develop clear & consistent messaging and craft materials to support customer-facing interactions, e.g. sales pitch decks, messaging source documents, use cases, personas, etc. Apply market knowledge to strengthen the overall message.
- Develop compelling storytelling and communication materials. Create slides and collateral that is clean, easy to read, look professional, on-brand for Zendesk, and clearly communicate the point. Develop a solid visual story with a clear message to present at live and digital events.
- Develop fundamental sales enablement assets. Brings learnings from conversations and recordings to drive more effective training & assets.
- Drive our release marketing efforts, learning the entire process from roadmap to webinar and bringing our efforts to the next level.
- Be an established subject matter expert for your discipline - You are expected to deeply understand your products and the value your products bring to customers. You are able to answer questions about your product from customers and GTM employees.
- Develop compelling, technical marketing for your product area of expertise that showcases Zendesk differentiation to an IT audience.
- Find and develop customer stories that articulate the value of our offerings through the lens of customer success. Establish relationships with top customers and influence them so that they will participate in our customer story program. Understand our technical products and discern the quality of use cases for storytelling. Write well-written customer stories that show the value of Zendesk.
- Implement and iterate product discovery initiatives to drive adoption and increase stickiness.
- Be the connective tissue - Collaborate with Product, Marketing, Sales, Success, Analyst and Investor Relations teams to develop strategic frameworks and assets for use in campaigns, enablement, press releases, analyst briefings, etc.
- Bring innovative ideas to up-level deliverables or improve processes.
- Support cross-functional efforts including long-range planning and matrixed regional programs. Support strategic updates and presentations for E-Staff and other key stakeholders
- Show a proactive attitude and bias toward impact. Act as a leader of the products and projects you work on. Proactively identify opportunities and areas for improvement and act on them.
- Operate autonomously and drive multiple projects to completion. Can project manage with excellent execution, follow-through, and attention to detail. Hit deadlines and communicate when and why deadlines won’t be hit. Bring a plan for remediating any impact to the business.
Areas of responsibility
- Own PMM efforts for Zendesk’s AI platform capabilities for building custom, agentic automation, including Agent Builder and Custom Agents. Align with our PM team to understand these capabilities and the roadmap for developing them. Develop GTM plan for launches and partner with key stakeholders to execute. Develop custom-facing materials including technical marketing. Directly influence opportunities by marketing and enabling the field and customers on our AI Platform capabilities. Other related projects as assigned.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.