Strategic Account Director, Retail

Zendesk

. Create and close durable net-new business in large retail and consumer brands .

Posted 10/26/2026full-timeUnited StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complex retail software sales, with a strong focus on new-business development and consultative discovery skills. Capable of guiding executive buying groups and delivering measurable commercial outcomes through effective negotiation and strategic deal progression.

Highest-signal resume keywords

Complex Retail Software SalesNew-Business DevelopmentConsultative Discovery SkillsExecutive EngagementAccurate Forecasting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ProspectingValue-Based DiscoveryDeal OwnershipNegotiationCommercial JudgmentROI StorytellingCompetitive PositioningAI DiscussionService OperationsCustomer Experience

Soft Skills

Clear CommunicationCollaborative ApproachRelationship BuildingStrategic ThinkingProblem Solving

Tools & Technologies

CRM SystemsAI ToolsMarket Insights Platforms

Industry Keywords

RetailConsumer BrandsEnterprise DealsCross-Functional TeamsEcosystem Partner

About the role

Key responsibilities & impact

Create and close durable net-new business in large retail and consumer brands
Build trusted relationships with executive buyers
Connect customer priorities and service challenges to Zendesk service and AI solutions
Guide complex opportunities from first conversation through close
Build and manage qualified pipeline through prospecting, inbound opportunities, partners, and territory planning
Lead sales through discovery, qualification, business case, proposal, negotiation, and close
Build relationships across executive, business, technical, finance, security, and procurement teams
Own pursuit strategy, deal progression, and commercial decisions within approved guidelines
Coordinate Solution Engineers, Product Specialists, Marketing, SDR/BDR teams, partners, and leaders
Maintain accurate CRM records and forecasts, surface risks, and align buyers on next steps
Document customer goals, commitments, and success conditions for post-sale handoff
Share market insights with internal teams
Help enterprise customers turn service challenges into a clear case for change

Requirements

What you’ll need

Typically 12+ years of related experience
Demonstrated success in complex retail software sales
Record of owning new-business opportunities and delivering measurable commercial outcomes, such as quota attainment or new ARR
Experience with prospecting, value-based discovery, executive engagement, and complex deal ownership
Ability to discuss AI, automation, and platform value credibly
Equivalent practical experience welcome; no specific degree required
Strong new-business mindset and consistent prospecting discipline
Consultative discovery skills uncovering business problems, urgency, stakeholders, and measurable outcomes
Ability to guide executive and cross-functional buying groups
Commercial judgment in business cases, deal economics, negotiation, and opportunity qualification
Accurate forecasting, clear next steps, early risk visibility, and reliable follow-through
Clear communication of complex platform and AI value to business and technical audiences
Collaborative approach to leading specialists and sharing customer and market insight
Preferred: repeated success closing large, complex net-new enterprise deals
Preferred: demand creation and account or market strategy experience
Preferred: ROI storytelling, competitive positioning, and multi-stakeholder decision guidance
Preferred: channel or ecosystem partner and cross-functional sales team experience
Preferred: familiarity with service operations, customer experience, or AI-enabled business transformation
Comfort using approved AI tools while protecting confidential information
Ability to discuss AI opportunities in terms of customer outcomes, adoption, security, governance, and implementation readiness

Benefits

Comp & perks

Hybrid way of working, with flexibility to work remotely for part of the week
In-person collaboration, connection, and learning at Zendesk offices
Reasonable accommodations for applicants with disabilities and disabled veterans