Regional Services Consulting Leader

Ultimate.ai; Austin (TX); Hybrid; USD 160,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk seeks an experienced regional Expert Services leader to scale delivery across Austin and Madison. You will hire, coach, and retain consultants, drive utilization and delivery KPIs, and partner with GTM, operations and Product to expand client value.

You will establish operating rhythms, staffing discipline, and scalable delivery motions, while coaching teams through change and ensuring engagements finish on time and within scope.

Qualifications

• 7+ years in Professional Services / Technical Account Management / Consulting Services/Solutions Consulting in enterprise SaaS.
• 2+ years of people management experience leading customer-facing teams (typical span: 6–10 direct reports).
• Proven experience managing delivery across multiple concurrent engagements with responsibility for utilization, staffing, and quality.
• Excellent analytical, project management, interpersonal and communication skills with the ability to interface with the C-suite with ease.
• Bachelor’s degree in Business, Computer Science, Engineering, or related field (or equivalent experience).

Responsibilities

• Lead and grow a regional expert services 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

People leadership

Change leadership

Data-driven

Delivery excellence

Cross-functional collaboration

Hands-on orientation

Continuous improvement

Education

Bachelor’s degree in Business/CS/Engineering

MBA preferred

Tools

Zendesk Admin

Job description

Zendesk seeks an experienced regional Expert Services leader to scale delivery across Austin and Madison. You will hire, coach, and retain consultants, drive utilization and delivery KPIs, and partner with GTM, operations and Product to expand client value.

You will establish operating rhythms, staffing discipline, and scalable delivery motions, while coaching teams through change and ensuring engagements finish on time and within scope.