Job Description

Location: Austin, TX / Madison, WI

Department / Team: Expert Services - Services Consulting

Reports to: Bethany Neubauer

Customer experience is being reshaped by AI-driven capabilities, but transformation still depends on excellent consulting delivery and scalable services execution. Zendesk's Expert Services Consulting team helps customers launch, optimize, and realize value from our solutions quickly and consistently. This role strengthens delivery discipline and team capability at a moment when predictable, high-quality professional services drive retention, expansion, and product adoption.

Mission

You will lead and grow a regional expert services team that consistently delivers predictable, high-quality outcomes and accelerates customer adoption and value realization. You'll establish clear operating rhythms, staffing discipline, and delivery standards so engagements are staffed, and executed on time and within scope-while tracking utilization, capacity, and KPIs to surface risks and drive remediation that protects retention and expansion. Working cross-functionally with other leaders, you'll innovate scalable delivery motions, embed continuous improvement, and coach the team through change-using data and AI-enabled tools to turn insights into action and measurable business impact.

What you'll be doing

• 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.

What you bring to the role

• Proven people leader: you have proven experience hiring, coaching, and retaining world class teams and helping people grow in their careers
• Change, adoption, and transformation leadership: you drive organizational and customer-facing change that increases adoption, speeds time-to-value, and delivers measurable business outcomes.
• Data-driven: you use adoption and health metrics to measure value, predict churn/expansion, and turn insights into practical actions.
• Delivery & operational excellence: you run complex engagements end-to-end, manage utilization and capacity, and improve productivity and margins.
• Cross-functional collaboration: you align and partner with cross-functional teams in GTM, operations and Product.
• Hands-on orientation: you support both strategic planning and tactical delivery.
• Continuous Improvement & bias for action: You relentlessly iterate on processes, and move quickly-bringing an innovative mindset to identify new opportunities, experiment with better ways of working, and turn insights into impact.

Basic 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).

Preferred Qualifications

• Zendesk Administrator Certification or Experience with Zendesk configuration and implementation best practices.
• Experience using and coaching teams on AI-enabled tools and workflows to improve internal processes and service delivery.
• Ability to distill complex AI concepts for technical and non-technical teams.
• Advanced degree (MBA) or certifications in project management, AI strategy, or relevant delivery methodologies.

The US annualized OTE (On Target Earnings) range for this position is $160,000.00-$240,000.00 with a pay mix of 91/9 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.