SMB Account Executive - Expansion

Job Description

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  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.

In this role, you will grow our SMB account base by hunting new opportunities, closing deals of all sizes, and building broad, trusted relationships. As a key member of our team, you’ll harness the latest in AI-driven insights and solutions to accelerate revenue growth, align with customer goals, and deepen Zendesk’s impact across the SMB landscape.

• 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; stay relentlessly curious about new trends and raise 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.

• At least 2 years of 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.
• Outs…