Strategic Account Manager
Zendesk - San Francisco, CA

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Zendesk is looking for an experienced strategic account manager with strong technical knowledge and consulting ability to drive expansion business within the existing strategic customer base. This person must demonstrate all the behaviors associated with a high performance sales culture, specifically managing a pipeline of upsell opportunities and delivering measurable results. This person must be able to proactively identify and prioritize their accounts to focus efforts on those with perceived churn risk, potential growth, strategic value, and renewal timeframe. This person must further be able to identify and articulate unrecognized and unmet customer needs and turn these into additional revenue from their accounts.

The Role:
  • Understand customer requirements, level of adoption
  • Provide technical support to customers to enhance adoption and customer success
  • Identify “at risk” behavior and develop appropriate re-engagement protocol
  • Identify up sell or cross sell opportunities within existing strategic accounts
  • Pro-active outreach to discuss expansion
  • Answer customer's questions and successfully negotiate issues related to expansion & renewals
  • Manage customer renewals and retention within territory
  • Manage top accounts within territory: product requests, general check-ins
  • Reward continued purchasing and drive increased lifetime value
  • Follow up on lost accounts to provide churn analysis
  • 5+-years account management, installed base sales experience
  • 2+ years sales engineering experience
  • Work experience at a SaaS company, experience as a Zendesk user preferred
  • Excellent sales organizational and communication skills and an engaging phone presence
  • A passion for social media
  • A passion for SaaS
  • An appreciation for the value of easy to use, intuitive software
Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 25,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable asset, their customers. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at

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