Senior SMB Account Executive

Join us at Zendesk, where we’re on a mission to power exceptional service for every person on the planet. Our AI‑informed solutions transform every interaction into an opportunity for authentic human connection, empowering organizations to create outstanding customer experiences at scale. To advance this vision, we are seeking a dedicated, AI‑savvy SMB Account Executive with a proven track record in B2B sales and a passion for driving SaaS growth.

What You’ll Be Doing

• Drive top‑line revenue growth by acquiring new SMB customers, leveraging innovative and AI‑powered strategies for pipeline development and account expansion.
• Manage and nurture customer relationships to ensure high satisfaction and retention by personalizing outreach and automating workflows through AI tools.
• Proactively lead complex sales cycles by integrating AI insights and customer data to craft tailored, outcome‑driven solutions for each customer.
• Co‑create with customers clear AI transformation roadmaps grounded in measurable KPIs, uncovering and addressing unique business challenges through deep AI‑driven insights.
• Develop and articulate compelling, data‑backed ROI and value cases that impact procurement decisions and demonstrate clear business impact.
• Track and communicate realized outcomes to foster loyalty and drive upsell opportunities.
• Hold consultative technical conversations regarding AI product architecture and integrations, collaborating closely with Solutions Engineers, AI Specialists, and cross‑functional teams to co‑design innovative solutions.
• Identify and pursue opportunities to cross‑sell and up‑sell new products and services, maximizing account revenue and profitability by understanding adoption history and customer needs.
• Consistently anticipate AI market trends and competitor moves, leveraging this intelligence to sharpen deal strategies and influence Zendesk’s go‑to‑market approach.
• Build and maintain a robust, accurately tracked pipeline of qualified opportunities in Salesforce, providing weekly, monthly, and quarterly forecasts while meeting or exceeding revenue targets and activity KPIs.
• Collaborate with Marketing, Business Development, and other internal teams to optimize sales campaigns and execution, ensuring seamless and tech‑enabled customer engagement.
• Champion the customer voice and act as a Zendesk AI thought leader, staying relentlessly curious about new trends and raising organizational standards for AI‑powered sales excellence.
• Demonstrate an understanding of local market dynamics and customer behaviors relevant to your assigned territory or region.
• Manage sales pipeline rigorously, employing qualification frameworks and consistent forecasting to maximize deal velocity and accuracy.
• Handle renewal processes and collaborate cross‑functionally to ensure seamless customer onboarding and account expansion.
• Collaborate effectively with internal teams including marketing, customer success, and product specialists to amplify sales impact.

What You Bring to the Role

• At least 2 years B2B sales or solution engineering experience in SaaS, with a proven record of exceeding targets.
• Experience engaging and expanding relationships across various customer levels, ideally within a technology‑driven environment.
• Strong technical aptitude and proven ability to have detailed conversations about AI product architecture and integrations.
• Demonstrated success in account research, prospecting, customer outreach, and closing deals using AI‑assisted and traditional methods.
• Excellent organizational skills with the ability to manage a high volume of opportunities, multiple priorities, and detailed forecasting through Salesforce or similar CRM tools.
• Entrepreneurial spirit, collaborative mindset, and relentless drive for learning and growth, especially regarding AI and automation trends.
• Outstanding communication, presentation, and negotiation abilities.
• Experience creating and executing territory/account plans and leveraging key sales tools such as Salesforce, Outreach, and Clari.
• BA/BS degree or equivalent experience.
• Willingness to travel as needed.

Who You Are

• Customer‑Centric Innovator: Anticipates customer needs and drives innovation by blending human experience with AI capabilities to deliver meaningful business impact and value.
• Data‑Driven Decision Maker: Utilises AI‑generated insights and analytics to inform, optimize, and personalize every stage of the sales process from discovery through closing.
• Collaborative Influencer: Fosters strong, trust‑based partnerships, both internally and externally, to elevate team performance and customer outcomes.
• Continuous Learner