Regional Services Consulting Lead: Transformation & Growth

Socket.dev; Austin (TX); Hybrid; USD 160,000 - 240,000; Full time

Job summary

Zendesk is seeking a leader to head a regional Expert Services Consulting team in a role that combines coaching, delivery governance, and cross-functional collaboration. You will drive staffing, utilization, and KPI oversight to ensure high-value outcomes and customer satisfaction while expanding services engagement and retention.

You will lead with data-driven insights, guide scalable delivery motions, and embed continuous improvement across priorities and processes.

Qualifications

• 7+ years in Professional Services / Consulting in enterprise SaaS.
• 2+ years of people management leading customer-facing teams (6–10 reports).
• Proven experience delivering across multiple engagements with utilization, staffing, and quality.
• Excellent analytical, project management, interpersonal and C-suite communication.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field.

Responsibilities

• Lead and scale the regional consulting team: hire, coach, develop, and retain consultants; build a culture of accountability, customer focus and high performance.
• Own delivery performance and customer outcomes across your portfolio, including staffing, configuration, design, and customer satisfaction.
• Monitor and drive staffing, billable utilization, capacity planning, and delivery KPIs
• Surface risks and implement remediation plans to drive retention of ongoing services packages.
• Partner with cross-functional teams to drive customer adoption, expansion and retention.
• Innovate services delivery motions for efficiency, scalability and quality.
• Guide the team through evolving priorities, processes, and organizational shifts while maintaining performance and morale.

Skills

Proven people leader

Change adoption leadership

Data-driven decision making

Delivery & operational excellence

Cross-functional collaboration

Hands-on orientation

Continuous improvement

Education

Bachelor’s degree in Business, CS, Eng or related field

MBA or related certifications (preferred)

Tools

Zendesk configuration

Job description

Zendesk is seeking a leader to head a regional Expert Services Consulting team in a role that combines coaching, delivery governance, and cross-functional collaboration. You will drive staffing, utilization, and KPI oversight to ensure high-value outcomes and customer satisfaction while expanding services engagement and retention.

You will lead with data-driven insights, guide scalable delivery motions, and embed continuous improvement across priorities and processes.