Regional Services Consulting Leader

Zendesk; Madison (WI); Hybrid; USD 160,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zendesk in the United States is seeking a Regional Expert Services Leader to build and scale a services consulting team focused on delivering high-quality outcomes that accelerate customer value. You will establish operating rhythms, staffing discipline, and delivery standards to ensure engagements are staffed and delivered on time and within scope.

You will collaborate with cross-functional partners in GTM, operations, and Product, drive utilization and KPIs, and guide the team through change

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 scale the 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 management

Data-driven decision making

Delivery excellence

Cross-functional collaboration

Hands-on delivery

Continuous improvement

Education

Bachelor’s degree in Business, Computer Science, Engineering, or related field

MBA preferred

Tools

Zendesk configuration

AI-enabled tools

Job description

Zendesk in the United States is seeking a Regional Expert Services Leader to build and scale a services consulting team focused on delivering high-quality outcomes that accelerate customer value. You will establish operating rhythms, staffing discipline, and delivery standards to ensure engagements are staffed and delivered on time and within scope.

You will collaborate with cross-functional partners in GTM, operations, and Product, drive utilization and KPIs, and guide the team through change