SMB Account Executive

Job Description

Join us at Zendesk, where we’re on a mission to power exceptional service for every person on the planet. We’re accelerating that ambition by building AI-driven, intelligent CX solutions rooted in the belief that behind every interaction is an opportunity to make a meaningful human connection.

The Hunter AE creates and closes durable net-new business. The role turns priority prospects into customers through disciplined prospecting, consultative discovery, evidence-based value cases, executive selling, commercial judgment and a clean transition to the post-sale account team. It does not own installed-base expansion or post-sale commercial outcomes.

What you’ll be doing

• Create and maintain enough qualified net-new pipeline to meet or exceed quota through targeted outbound, inbound conversion, partner routes and disciplined territory planning.
• Lead a repeatable prospecting-to-close process: discovery, qualification, value mapping, mutual action planning, business-case development, negotiation, contracting and close.
• Translate customer business priorities, service-operation challenges and transformation goals into a credible Zendesk platform and AI value proposition.
• Build executive and multi-threaded alignment across business, technology, security, finance, procurement and the economic buying committee.
• Own commercial strategy, deal progression and negotiation within approved guardrails; protect customer value and delivery credibility.
• Orchestrate Solution Engineers, Product Specialists, Marketing, SDR/BDR partners, ecosystem partners and leadership to improve win probability.
• Maintain accurate CRM data, pipeline health, forecast discipline and early risk visibility; make decisions based on evidence rather than optimism.
• Document customer goals, stakeholders, use cases, commitments and success conditions for a clean handoff; return market, competitor and buyer insight to improve the go-to-market motion.

What you bring to the role

• Day one: a genuine new-business orientation, targeted prospecting discipline and ability to create qualified demand—not simply work inbound leads.
• Day one: consultative discovery that uncovers business problems, urgency, stakeholders, decision criteria and measurable outcomes before positioning product.
• Day one: executive and multi-threaded selling that earns trust with business, technical, financial, security and procurement stakeholders.
• Day one: commercial acumen to build ROI narratives, manage deal economics, negotiate thoughtfully and qualify out when the fit is not credible.
• Day one: CRM, forecast and operating discipline; the ability to inspect facts, surface risk early and maintain mutual accountability.
• Developable: deeper Zendesk platform, AI and service-operations fluency; more advanced industry narratives, partner-led selling and complex deal strategy.
• Differentiating: the ability to shape the customer's problem, create demand where none exists and mobilize a buying committee without overselling.
• Scarce: repeated success closing large, complex net-new deals with executive access, competitive strategy and strong business-case construction.

Experience and qualifications

• Experience range: Typically 8–12 years of related experience (Job Architecture baseline).
• Relevant background: demonstrated capability in complex B2B SaaS new-business selling, value-based discovery and commercial deal ownership.
• Customer impact: demonstrated ownership of outcomes, not only activity; evidence should show decision quality, follow-through and measurable customer or commercial impact.
• Commercial proof: evidence of prospecting discipline, quota attainment or equivalent growth results, executive engagement and complex deal judgment.
• AI and platform fluency: ability to discuss AI, automation, service operations and platform value credibly and know when specialist depth is required.
• Education: no specific credential is required where equivalent demonstrated experience, capability and track record are present.

AI-era expectations

• Discuss AI, automation, CX and platform value credibly at the business level; bring specialists when deeper technical validation is required.
• Frame AI opportunities in terms of measurable customer outcomes, operating-model change, adoption risk, security, governance and implementation readiness.
• Use approved AI tools to improve account research, preparation, follow-through and signal synthesis while protecting customer confidentiality and data.
• Distinguish uniquely human work—trust, judgment, negotiation and executive alignment—from work that can be augmented or automated.
• Use market and customer insight to refine AI narratives, objection handling and priority use cases without overstating product capability.
  

What makes this role distinctive
You will help customers move from a service challenge to a decision-ready case for change. The strongest candidates combine disciplined new-business craft with the ability to make an AI-powered, platform-level future state credible to executive buyers.

The US annualized OTE (On Target Earnings) range for this position is $111,000.00-$167,000.00 with a pay mix of 60/40 (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 [email protected] with your specific accommodation request.