Job Description

Who you are? You love customer support products, in particular learning the ins and outs of how they work for the target market. You also love helping others be successful in their roles!

As our inaugural Market Intelligence intern you will drive competitive analysis activities. Daily tasks include tracking the competition's activities, formulating the competitor’s next steps, and recommending how to displace them through innovations in product features or re-prioritization of current roadmap items. The goal is to assist PMs with understanding strengths and weaknesses and in defending roadmap decisions based on accurate data about the competitors' products.

As a new function within the Product organization the Market intelligence team is seeking a strong self starter capable of assisting in crafting the framework for all competitive intelligence including the tools needed, standard reports, as well as processes to assist product managers in understanding the competitive landscape, product functionality and key points of differentiation.

• Curating deep product knowledge of key competition for customer support solutions and integrations. Serving as the SME on their products through your savvy sleuthing.
• Provide ongoing tracking and analysis of not only key competitors, but also emerging threats and market trends. Using tools such as SWOT, PESTEL, Five forces, and Scenario analysis.
• Be an internal consultant within Product to provide insight about the competition (in terms of company, business and product level) and assist them in their roadmap prioritization activities as well as educating them on key information resources available.
• Work closely with competitive intelligence peers in marketing and sales groups (who do deal support) to cultivate a unified competitive intelligence voice to product management. Help facilitate both a Product competitive intelligence community for product managers across all global regions.
• Crafting training documents including surfacing new information about the gap between our products and the competition, how competitors address customer support needs and how Zendesk can differentiate from those competitors.
• Participating in quantitative market research activities, such as survey design, programming, data analysis and visualization.

Requirements

• Currently enrolled in a Business Program or an equivalent field
• Authorized to work in the United States
• Located in the United States for the full duration of the internship

Preference for Eastern Time zone or ability to work Eastern Time Zone hours.

About Zendesk - Champions Of Customer Service

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 logos 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. Learn more at www.zendesk.com.

We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.

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.

U.S. Applicants Only: Consistent with Zendesk’s emphasis on employee wellness and our shared interest in public health, Zendesk requires all U.S. employees to provide proof of full vaccination against COVID-19. Zendesk will consider accommodations for reasons recognized by applicable law. Zendesk prohibits discrimination and will not tolerate discrimination based on a person’s disability, physical or mental conditions, religion, or any other status protected by law.

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 benefits@zendesk.com with your specific accommodation request.

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