Manager, Services Consulting

Why This Role / Why Now

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.

Responsibilities

• 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.

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.

Compensation

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.

Work Environment

Zendesk’s hybrid way of working enables us to purposefully come together in person at one of our many offices while also giving flexibility to work remotely for part of the week. We are committed to providing a fulfilling and inclusive experience for our people.