Job Description

Job Description

Zendesk is searching for a Deal Desk Senior Manager to join our EMEA Deal Desk team. A successful candidate will be a self-starter with a strategic leadership mindset, able to manage time and balance responsibilities in a dynamic, rapidly evolving environment.

With Zendesk’s rapid growth as a leader in CX, this role will lead the charge in managing the Quote-to-Order cycle, driving deal structures that maximize revenue KPIs while adhering to established policies and aligning to Zendesk’s business goals. Reporting directly to the Senior Director, Deal Desk, your role will be critical in collaborating across functions such as Sales, Renewals, Revenue Operations, Finance, Legal, and Customer Success.

Responsibilities:

• Act as the primary point of escalation to Sales for the EMEA region on all deal-related matters, advising on optimized contract options, deal structures and value positioning to achieve the best contract possible for the customer and Zendesk.

• Ensure consistent achievement of Deal Desk KPIs/SLAs within the EMEA region.

• Hold regular sessions with Sales Managers in-region to proactively identify and prioritize complex and/or strategic deals in the pipeline and help ensure accuracy of bookings forecast.

• Represent Deal Desk in Weekly Regional Sales Forecast calls and Regional Leadership Quarterly Business Reviews.

• Draft and review special requests for non-standard business terms for reasonableness and compliance with deal policies and best practices

• Engage early in deal cycles with the Sales & Renewals Teams to accelerate deal velocity

• Ensure deals adhere to the company approval framework, goals & policies

• Regularly partner with the EMEA Deal Strategy team to ensure proper support of EMEA Sales

• Collaborate with impacted parties to identify acceptable options to facilitate deal closure

• Develop and drive initiatives to improve productivity, company operational policies, and process improvement/automation.

• Build and maintain strong relationships and communication with cross-functional teams

• Participate in customer facing communications & negotiations as needed

Requirements:

• Minimum of 8-10 years of demonstrated success in a Deal Desk role within the Enterprise Software/SaaS B2B industry. Experience in both Direct and Channel sales models

• Experience with Salesforce CPQ or a similar CPQ tool is required

• Experience working closely with Sales & Renewals reps and Sales Leaders, understanding of quota related pressures

• Strong capability with multitasking and prioritization during peak periods of volume and deadlines. Schedule flexibility during the End of Month and End of Quarter to support the full close of the cycle

• Experience with usage based and AI pricing models is highly preferred

• Comfortability and experience operating in the grey, but creating scalable processes from these exceptions

• Strong business acumen, analytical and problem-solving skills, with the ability to partner with GTM teams and other cross-functional departments

• Highly organized, customer-focused, with strong attention to detail

• Familiarity in working with consumption based pricing models

• Excellent communication skills & experience in building relationships and collaborating with cross-functional teams

• Strong understanding of revenue recognition rules & ability to recognize risk in deal terms and/or structure

• Thorough understanding of software licensing and SaaS provisioning processes.

• Experience presenting recommendations to Sales and Finance leadership

• Experience drafting non-standard Commercial Terms for unique customer requests

• Effectively interacting with remote teams

• Understanding of international business dynamics, regulatory environments, and the unique challenges associated with managing diverse market demands

• Ability to travel 10%, with a minimum of Quarterly commitments to Regional QBRs

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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.