Principal Strategic Pursuits Lead

Job Description

Principal Strategic Pursuits Lead - Remote (UK/Germany/Italy/Spain)

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 products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection.

We’re hiring a Principal Strategic Pursuit Lead to join our Strategic Pursuit team and own pursuit strategy for the most complex, high‑value opportunities (typically $1M+). In this role you will leverage CX and technical expertise to shape executive conversations, orchestrate cross‑functional execution, and define outcome‑driven value propositions that shift discussions from product features to measurable business outcomes. Helping Zendesk win large enterprise deals, secure flagship customer relationships, and multiply revenue impact.

What you’ll be doing 

• Lead end-to-end pursuits for high-value (typically $1M+) and complex opportunities—set win strategy, mobilize cross-functional teams, and close deals. 
• Translate CX requirements into clear solution and delivery implications—drive solution design that aligns with customer KPIs and business outcomes. 
• Build data-backed business cases and ROI models that shift executive conversations from features to outcomes and accelerate decisions. 
• Partner with platform architects and engineering to define architecture and proof-of-value approaches that de-risk procurement and shorten sale cycles. 
• Lead competitive positioning, assess competitors, sharpen differentiation, and deploy targeted win themes for each pursuit.
• Serve as executive sponsor, cultivate and present to C-suite stakeholders, escalate blockers, and secure internal commitments.
• Represent Zendesk externally at industry events and customer forums to strengthen market perception and create reference opportunities.

What you Bring: 

• Strategic Deal Leadership: Proven track record leading complex enterprise pursuits and closing multi-million-dollar deals in consulting, professional services, or enterprise technology.
• CX Subject Matter Expertise: Deep CX and contact center transformation expertise. Able to translate experience design into viable technical solutions and measurable customer outcomes.
• Consultative Selling: Strong consultative selling and financial acumen. Experience building business cases, ROI analyses, and executive-level proposals.
• Collaborative Executive Presence: Demonstrated cross-functional leadership and experience influencing C-suite stakeholders.
• Thought Leadership:Excellent verbal and written communication skills with proven public‑speaking experience; able to represent Zendesk at industry events and influence executive audiences.

Preferred Qualifications

• Proven success leading complex, high-value pursuits in the consulting and/or technology sectors, with a consistent track record of exceeding quota and driving revenue growth.  
• Bachelor’s degree in Engineering, Computer Science, or a related field; MBA preferred.  
• 10+ years of consulting experience in customer service, contact center, and/or customer experience.  
• 5+ years of experience applying AI technologies within the customer service domain.  
• French or Spanish speaker is a plus
• Exceptional oral and written communication skills, recognized public speaking, strong relationship-building, strategic thinking, and cross-functional leadership.
• Willing and able to travel for on‑site pursuits, executive briefings, and industry events, while operating effectively in a primarily remote, global environment.

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.