Vice President, Global Managed and Professional Services

Key Skills

Aartificial intelligence, Automation, GTM, Leadership Skill, Optimization, Planning and organization, SaaS

Job Description

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.