Commercial Account Executive

Job Description

Join us at Zendesk! Where we’re redefining what’s possible in customer experience through cutting edge AI and technology. Our mission is to power exceptional service for every person on the planet, elevating every interaction into an opportunity for meaningful human connection. Amplified by intelligent, data-driven solutions.

As we accelerate our vision, we’re seeking a forward-thinking Commercial Account Executive with a strong B2B sales track record and a passion for leveraging AI-driven insights to drive growth in the SaaS landscape. You will be instrumental in expanding our Commercial account base. Closing deals of varying sizes and complexities. While harnessing innovative, tech-enabled strategies. Your expertise will enable you to build trusted customer relationships, introduce transformative solutions, and deepen Zendesk’s impact by aligning our advanced capabilities to each customer’s unique goals and ambitions.

What You’ll Be Doing:

• Drive top-line revenue growth by acquiring new commercial customers and developing innovative, AI-driven strategies for account expansion.

• Leverage advanced data insights, AI-powered customer intent analysis, and adoption history to strategically prospect new clients, optimize retention, and identify cross-sell and upsell opportunities maximizing account revenue and profitability.

• Manage and nurture customer relationships, using digital engagement and automation tools to ensure maximum satisfaction, retention, and the development of long-term strategic partnerships.

• Proactively lead complex sales cycles by integrating AI insights and customer data, crafting tailored, outcome-oriented solutions that address both current and emerging customer needs.

• Consistently build and manage a robust pipeline using predictive analytics and automation, maintaining accurate forecasts and exceeding quarterly and annual revenue goals with disciplined execution.

• Understand and articulate the value and business impact of Zendesk solutions—including AI product offerings—ensuring alignment with customer objectives to secure satisfaction, retention, and product expansion.

• Develop and present compelling, data-backed ROI and value cases that influence procurement decisions, and rigorously track and communicate realized customer impact to foster long-term partnerships and drive upsell opportunities.

• Establish and maintain executive sponsorship by leveraging deep industry expertise and AI-driven customer insights to build trusted relationships with decision-makers and key champions.

• Collaborate closely with Solutions Engineers, AI Specialists, and internal teams to guide cross-functional co-design of innovative solutions, streamline sales execution, and advance Zendesk’s AI initiatives and go-to-market strategy.

• Hold detailed technical conversations about AI product architecture and integrations, championing best-in-class digital solutions and thought leadership within the organization.

• Continuously anticipate AI market trends and competitor moves, leveraging these insights to inform deal strategies, shape the customer roadmap, and contribute to Zendesk’s product direction.

• Be relentlessly curious—actively seeking out new AI-driven sales strategies and keeping the customer voice at the center of your approach.

• Consistently use AI tools to automate workflows, predict customer needs, personalize outreach, and set the benchmark for AI-powered sales excellence.

• Maintain outstanding organizational skills to manage a high volume of sales opportunities simultaneously, ensuring no potential is overlooked.

• Lead and coordinate cross-functional and extended Zendesk teams to deliver complex solutions and exceed account growth targets.

• Continuously monitor competitor activities and market trends to proactively adapt GTM strategy and maintain competitive advantage.

• Willingness and availability to travel regionally and nationally as business needs dictate.

What You Bring to the Role:

• BA/BS degree or equivalent relevant experience required.

• At least 3 years of success in B2B sales or solution engineering, ideally in SaaS, with a proven record of exceeding sales targets.

• Demonstrated ability to navigate and close complex, value-centric sales cycles—including executive-level engagements.

• Experience nurturing and expanding relationships across organizational levels, including VP and C-suite clients.

• Advanced communication, negotiation, and deal-closing skills, both face-to-face and with remote technology.

• Proficiency in utilizing AI, analytics, and digital sales tools (e.g., Salesforce, Outreach, Clari) to inform strategy and drive performance.

• Entrepreneurial, collaborative mindset with a track record of proactive learning and adaptation in a fast-changing tech landscape.

• Deep understanding of technology and AI trends and their impact on the customer experience and business value.

• Experience developing and leveraging account and territory plans, grounded in measurable KPIs.

• Ability and willingness to travel as necessary.

Who You Are: 

• Customer-Centric Innovator: Anticipates and understands customer needs, driving business innovation through human experience design and AI-powered solutions.

• Data Driven Decision Maker: Consistently applies data and AI-generated insights to optimize every stage of the sales process, from discovery to closing.

• Collaborative Influencer: Builds impactful partnerships internally and externally, elevating team and customer outcomes through influence and enablement.

• Continuous Learner & Mentor: Proactively leads by example, staying ahead of AI trends and mentoring peers across the organization.

• Strategic Thinker with an Execution Focus: Balances visionary sales leadership with disciplined, outcome-oriented action.

#LI-LM5

The US annualized OTE (On Target Earnings) range for this position is $191,000.00-$287,000.00 with a pay mix of 50/50 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

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.