Director, Services Consulting

Job Description

Job title: Director, Services Consulting

Company: Zendesk

Job description: Job Description

At Zendesk, we build products that provide alluringly simple experiences. Our Customer Experience (CX) organization is passionate about driving our customers’ successful outcomes – whether it’s the Professional Services department implementing and optimizing our customers, the Customer Success team driving product adoption and value realization, or the Advocacy team providing world-class support. We strive to make it easy and clear for our customers to understand, buy and manage their own relationships with their customers. Our CX organization is central to building trust through the expertise and value we offer, which is why this is a core and strategic part of our business!

We are looking to hire a Professional Services leader for our EMEA market. As part of the Professional Services team, you will supervise the teams that are responsible for scoping, selling and delivering best in class customer service. Your delivery responsibilities will include ensuring that the PS projects are staffed, managed, delivered and completed on time and budget-compliant to meet our customers’ expectations. You will have a demonstrated track record of selling and delivering large, Enterprise grade consulting/professional services and solutions. You will be accountable for operational/financial metrics and overall business metrics while ensuring growth, and quality of consulting delivery.

What you’ll be doing:

You’ll develop a keen understanding of our customers’ needs and our current offerings that deliver those experiences at Zendesk.

As Zendesk is a global company, you will need to collaborate extensively across geographies.

Together with your direct team, lead the regional Engagement Managers and Consultant team and own the overall PS business for EMEA.

Ensure the PS organization is proactively supporting sales.

Coordinate the PS organization’s hiring and growth as it scales.

Acting as a mentor for managers and senior individual contributors across Zendesk.

Coordinate and add to the implementation of Professional Services’ methodologies and processes in collaboration with your peers in the other regions to ensure results are achieved on-time and within budget while maintaining customer happiness.

Build, lead by example, and mentor a team of hardworking and outcome-driven managers.

Partner with our executives and leaders across the organization in Sales, Finance, Product Management and Engineering in support of customer related solution deployments.

Serve as executive sponsor on strategic customer implementations.

Implement deployment methods and procedures to ensure scalable and repeatable service delivery within a quality assurance framework.

What you offer:

15+ years of professional experience in the SaaS or technology industry and 10+ years of experience in hiring, leading and mentoring a team preferably in an Enterprise SaaS environment.

Experience with portfolio forecasting and management, resource allocation, and capacity planning.

Excellent business leadership skills including all common metrics associated with a consulting or professional services business.

Strong initiative, innovative thinking skills, and ability to analyze details and translate into “big picture” view.

Ability to influence decision-making at all levels within an organization and in a variety of contexts.

Responsibility of Profit and Loss (P&L) ownership and related forecasting and pipeline management activities including (but not limited to) attainment of revenue targets and net margins on a quarterly and annual basis.

20 – 25% travel in both national and international domain.

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 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 .

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 with your specific accommodation request.

Expected salary:

Location: London

Job date: Sat, 30 Dec 2023 05:35:00 GMT

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