What we're looking for

As a member of Zendesk's Pricing and Packaging Team, the senior analyst plays a key role in shaping Zendesk’s monetization strategy. Reporting to the Senior Director of Pricing and Packaging and working closely with key stakeholders this is a highly visible role with excellent growth potential.

The senior pricing and packaging analyst will drive analytic efforts to set pricing for new products and feature sets, new service offerings, product/service bundling programs, promotions, pricing policies, price realization analytics and deal/discount approval decisions support. 

We are looking for someone who has the technical skills to surface insights quickly, and the data storytelling skills to communicate those insights in a way that persuades action. You will be responsible for supporting pricing and packaging decision-making, democratizing data & insights, and conducting in-depth analysis.

What you'll be doing

Analyze pricing data, customer segments, and user behaviors to discover pricing opportunities, best practices, and areas for improvement.

Translate analyses into actionable insights to prioritize pricing decisions in line with business objectives.

Design pricing experiments together with key business stakeholders to evaluate the effectiveness of different pricing strategies, and perform the analysis of test results to identify successful approaches which will inform our overall strategy.

Collaborate with Financial Planning & Analysis on pricing models that incorporate factors such as product features, customer lifetime value, market demand, and competitive landscape.

Monitor and analyze competitors' pricing structures, packaging, and positioning within the market.

Prepare regular reports and dashboards that provide visibility into key pricing metrics, trends, and performance indicators.

Present findings and recommendations to stakeholders at various levels and departments across the organization.

Key Responsibilities:

Define problem statements and explore the data to understand who our customers are, how they get value out of Zendesk products, and where we can develop our monetization strategies better align customer value to Zendesk products

Analyze the impact of new product and services offerings by defining and tracking key performance metrics, understanding key drivers and proactively surfacing insights to leadership 

Build business insights, reports and dashboards that will lead to better business decisions, monetization prioritization and higher team productivity in a way that promotes a data-driven mindset for the Sales Acceleration organization

Understand the business objectives of key stakeholders, gather clear requirements, develop SQL queries, perform analyses and develop insights to understand product usage and engagement trends

Partner with the central data & analytics team and cross-functional analytics teams to drive standardization and consistency of product insights reporting across the entire company

What you bring to the role

Requirements:

BS/BA or equivalent in a quantitative and/or business fields e.g., business analytics, economics, applied mathematics, statistics

1 - 2 years of experience in strategy consulting, data analytics, business intelligence, quantitative research, or related field

Experience with SaaS subscription billing model

Strong knowledge of SQL a must (experience with Google BigQuery or Snowflake a plus)

Exceptional structured problem solving, visualization and presentation skill

Experience translating data to technical and non-technical audiences

Ability to synthesize large data sets and applying analytic frameworks for insights to support business decisions

Boundless intellectual curiosity - you are self-motivated and unafraid to ask questions in order to learn and grow

Preferred: Knowledge and practical application of advanced statistical analysis and mathematical modeling concepts and principles

Preferred: experience with pricing and packaging research methodologies (e.g. Gabor-Granger, Van Westendorp, Conjoint, Max-Diff, relative preference)

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Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.