Vice President, Global Managed and Professional Services

Job Description

Who we're looking for
At Zendesk, we build products that provide beautifully simple experiences. Our Customer Experience (CX) organization is focused on driving our customers’ successful outcomes. We are looking to hire a Vice President, Managed and Professional Services (PS) leader that will be responsible for the growth and excellence of the PS organization, which includes supervising the delivery of all services, ensuring efficiency as well as customer satisfaction. Your core focus will be to develop the strategy and execution plan to drive increased Service bookings and revenue. This includes, optimizing our Services offering portfolio (ARR and NRR) and our delivery methodology (including partner channel), while enhancing operational efficiency with continuous innovation, assuring we achieve customer outcomes and growth in their use and value from the Zendesk AI-powered solution.

What you'll be doing
You will be instrumental in aligning the team's efforts and partnering across the entire CX organization as well as the broader Go To Market (GTM) Sales teams. Cross-functional collaboration with additional Zendesk teams (i.e. Product, Marketing, etc.) will be critical to the success of this position. As a leader, you will bring an innovative vision gleaned from best-in-class SaaS organizations and agile environments. You will have a bias for action, results, and delivery, prioritizing high standards in all that you do. Your transformational leadership will not only foster an environment of continuous improvement but also ensure a positive and inclusive work culture. This is a demanding yet rewarding role that will allow the right individual to make a significant impact within our growing organization, especially as we drive upmarket.

What you bring to the role

• Embody our ICONIC leadership framework to lead an outstanding, global PS team. Recruit experienced leaders, attract high-potential individual contributors, cultivate collaboration within the team and across the customer lifecycle, and encourage continuous learning and customer and business impact from the team.

• Develop a global growth strategy for both the Professional Services Engagement and Delivery teams in conjunction with additional Customer Experience teams and global GTM.

• Aim to improve attach rates and Service Revenue, creating an integrated customer experience.

• Collaborate closely with key customers and partners, ensuring the development of services and employee enablement, studying customer feedback, monitoring the progress of all operations while resolving concerns should any arise.

• Manage and deliver the global quarterly and annual Service revenue, Service bookings and margin objectives, tracking opportunities while ensuring best in class tNPS from our customers engaging with PS.

Basic Qualifications:

• Experience leading a global team of at least 250+ staff.

• You have demonstrated ability in SaaS and CRM, holding a successful track record of accelerating revenue growth, owning and managing a P&L for services.

• Experience with agile service delivery methods; developing, operationalizing and leveraging automation for service playbooks to drive repeatability and to scale/improve margins

• Consistent track record in relationship-building, successfully generating client leads, landing and expanding business, while securing deals.

• Familiarity with Cloud-based and AI-powered deployments and optimizations, and experience using a mix of inhouse vs. Partner-delivered services.

• Experience in selling Professional Services and collaborating with Sales teams, Customer Success and the Renewals team to enhance post-sales service engagements.

• Ability to travel for work occasionally, always with purpose (50% max travel)

Where We Work:
Fully Flexible:  In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together–even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.

#LI-NB4

The US annualized OTE (On Target Earnings) range for this position is $307,000.00-$461,000.00 with a pay mix of 70/30 (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.

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.