📌 Core Information
🔹 Job Title: Senior Product Marketing Manager, Contact Center
🔹 Company: Zendesk
🔹 Location: San Francisco, California, United States (Hybrid)
🔹 Job Type: Full-Time
🔹 Category: Software Development
🔹 Date Posted: April 16, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: Hybrid (partially remote)
🚀 Job Overview
Key aspects of this role include:
- Developing market insights and research to drive unique messaging and positioning
- Supporting product launches and GTM activities
- Collaborating cross-functionally with sales, marketing, and product teams
- Working with senior leaders to develop and execute marketing strategies
ASSUMPTION: This role requires a strong understanding of the contact center industry and customer service platforms, as well as excellent analytical and problem-solving skills.
📋 Key Responsibilities
✅ Developing fundamental insights of the market, customers, key buyers, and competitors
✅ Applying market insights to drive unique messaging and positioning
✅ Developing sales enablement assets and training materials
✅ Working closely with product teams to launch new features and create GTM materials
✅ Supporting cross-functional efforts including long-range planning and matrixed regional programs
✅ Maintaining internal alignment with other parts of the company
✅ Supporting strategic updates and presentations for key stakeholders
ASSUMPTION: This role may involve additional duties and responsibilities as assigned by the manager.
🎯 Required Qualifications
Education: Bachelor's degree or equivalent
Experience: 8+ years of experience in Product Marketing, preferably for a CCaaS or company that provides contact center software to enterprise companies
Required Skills:
- Strong business skills and knowledge
- Articulate and skilled at storytelling in a simple, straightforward way
- Superior analytical and problem-solving skills
- Executive presence and ability to engage with senior leadership
- Willingness to support execution and realization
- Determination to focus on outcomes and be self-motivated and directed
- Customer-first mentality
Preferred Skills:
- Familiarity with AWS and Amazon Connect
ASSUMPTION: While not explicitly stated, proficiency in English is likely required for this role.
💰 Compensation & Benefits
Salary Range: $148,000.00 - $222,000.00 USD annually
Benefits:
- Health, dental, and vision insurance
- 401(k) matching
- Generous time off and paid holidays
- Employee stock purchase plan
- And more, as listed on the Zendesk careers page
Working Hours: Full-time, hybrid work arrangement (specific in-office schedule to be determined)
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles at Zendesk's size and location. The actual offer may vary based on job-related capabilities, applicable experience, and other factors such as work location.
📌 Applicant Insights
🔍 Company Context
Industry: Zendesk is a leading provider of customer service and engagement software, operating in the Software Development industry.
Company Size: Zendesk has 5,001-10,000 employees, making it a large organization with significant resources and opportunities for growth.
Founded: Zendesk was founded in 2007 and is headquartered in San Francisco, California.
Company Description:
- Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online.
- Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers.
- Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.
Company Specialties:
- Help Desks
- Customer Support
- SaaS
- Customer Community
- Customer Service
Company Website: https://www.zendesk.com
ASSUMPTION: Zendesk's focus on customer experience and engagement makes it an attractive employer for professionals seeking to make an impact in the customer service industry.
📊 Role Analysis
Career Level: This role is a senior-level position, requiring significant experience and expertise in product marketing.
Reporting Structure: The Senior Product Marketing Manager reports directly to the Senior Director of PMM.
Work Arrangement: This role has a hybrid work arrangement, requiring employees to attend the local office for part of the week.
Growth Opportunities:
- Potential to take on additional responsibilities and grow within the Product Marketing team
- Opportunities to collaborate with and learn from senior leaders across the organization
- Chance to work on high-impact projects that drive the company's growth and success
ASSUMPTION: Given Zendesk's size and growth, there may be opportunities for career progression within the company.
🌍 Location & Work Environment
Office Type: Zendesk's San Francisco office is a modern, collaborative workspace designed to foster creativity and productivity.
Office Location(s): 989 Market St, San Francisco, California 94103, US
Geographic Context:
- San Francisco is a major tech hub with a vibrant startup scene and numerous networking opportunities
- The city offers a diverse range of cultural attractions, restaurants, and outdoor activities
- San Francisco has a Mediterranean climate, with mild winters and cool summers
Work Schedule: This role follows a hybrid work arrangement, with employees working remotely for part of the week and attending the office for the remainder.
ASSUMPTION: While the specific in-office schedule has not been determined, employees can expect to spend a significant portion of their time working remotely.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with a member of the HR team
- Behavioral and technical interviews with the hiring manager and other team members
- Final interview with the Senior Director of PMM
Key Assessment Areas:
- Product marketing expertise and experience
- Analytical and problem-solving skills
- Storytelling ability and executive presence
- Customer-first mentality and cultural fit
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills
- Prepare for behavioral and technical interview questions by reflecting on your past experiences and accomplishments
- Research Zendesk's products, company culture, and industry trends to demonstrate your enthusiasm and knowledge
ATS Keywords: Product Marketing, Contact Center Software, Market Research, Messaging, Positioning, Sales Enablement, Cross-Functional Collaboration, Analytical Skills, Problem-Solving, Storytelling, Customer Service Platforms, Executive Presence, Self-Motivation, Attention to Detail, Outcome Focused, AWS Familiarity
ASSUMPTION: Zendesk uses an Applicant Tracking System (ATS) to manage and organize job applications. Including relevant keywords in your resume and cover letter can help your application stand out and increase your chances of being selected for an interview.
🛠️ Tools & Technologies
- Market research and analysis tools (e.g., SurveyMonkey, Google Analytics)
- Product marketing software (e.g., Asana, Trello)
- Collaboration and communication tools (e.g., Slack, Microsoft Teams)
- AWS and Amazon Connect (preferred)
ASSUMPTION: While not explicitly stated, proficiency in using relevant market research, product marketing, and collaboration tools is likely required for this role.
👔 Cultural Fit Considerations
Company Values:
- Customers for life
- Focus on the long term
- Act with integrity
- Be a force for positive change
- Be transparent and honest
- Be frugal
- Have fun
Work Style:
- Collaborative and cross-functional
- Data-driven and analytical
- Fast-paced and dynamic
- Focused on customer experience and engagement
Self-Assessment Questions:
- Do I have a strong understanding of the contact center industry and customer service platforms?
- Am I an excellent communicator and storyteller, with the ability to engage senior leadership?
- Do I have a customer-first mentality and a passion for driving exceptional customer experiences?
- Am I comfortable working in a fast-paced, dynamic environment and collaborating with cross-functional teams?
ASSUMPTION: Zendesk's company culture emphasizes customer focus, long-term thinking, and positive change. Prospective employees should be able to demonstrate alignment with these values and a strong fit with the company's work style.
⚠️ Potential Challenges
- Working with a wide variety of stakeholders and teams across the organization
- Managing multiple projects and priorities simultaneously
- Keeping up with industry trends and market changes
- Balancing the demands of a hybrid work arrangement
ASSUMPTION: While these challenges may present obstacles, they also offer opportunities for growth and learning.
📈 Similar Roles Comparison
- Compared to other senior product marketing roles, this position may require more cross-functional collaboration and a broader range of responsibilities
- Zendesk's focus on customer experience and engagement sets it apart from other companies in the industry
- Career progression in this role may involve moving into a more specialized or leadership position within the Product Marketing team
ASSUMPTION: While this role shares similarities with other senior product marketing positions, its unique focus on customer experience and engagement makes it a distinctive opportunity.
📝 Sample Projects
- Conducting market research and analysis to inform product positioning and messaging
- Developing sales enablement assets and training materials to support product launches and GTM activities
- Collaborating with product teams to create GTM materials and launch new features
ASSUMPTION: These sample projects illustrate the diverse range of responsibilities and opportunities available in this role.
❓ Key Questions to Ask During Interview
- Can you describe the typical workload and priorities for this role?
- How does this role collaborate with and support the work of other teams within the organization?
- What are the most important qualities and skills for success in this role?
- How does Zendesk support the growth and development of its employees?
- What are the biggest challenges facing the Product Marketing team, and how can this role help address them?
ASSUMPTION: Asking thoughtful, insightful questions demonstrates your interest in and understanding of the role and company.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the Zendesk careers page
- Tailor your resume and cover letter to highlight your relevant experience and skills
- Prepare for behavioral and technical interview questions by reflecting on your past experiences and accomplishments
- Research Zendesk's products, company culture, and industry trends to demonstrate your enthusiasm and knowledge
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
