Our Professional Services team implement, consult, and advise our wide array of customers as they map any number of business needs to Zendesk. We are entrusted with the relationships, strategy, and product health of thousands of innovative companies using Zendesk, and it is our job to inspire and partner with them as they transform their businesses.
Vice President, Professional Services will be responsible for the strategic and operational elements of the Zendesk Professional Services team. Developing the strategy behind growing the organization and building on its operational excellence while aligning to the larger Go To Market (GTM) and Customer Experience organizations will be key. Working cross functionally with the other teams inside of Zendesk will also be critical to the success of the team.
Development of the growth strategy for the Professional Services team in conjunction with the Customer Experience and GTM teams.
Optimize the team for operational excellence aligned to the Customer Experience team to create an integrated customer experience.
Develop, promote, and market Professional Services offerings and programs with Sales and Marketing counterparts.
Lead the evolution of the services delivery methodology and work with the PMO team to update and enable the team.
Leadership and direct management of the Global Professional Services team, including recruiting/hiring, development, and performance management.
Lead efforts to develop a high quality and scalable ecosystem (Partners) that embrace Zendesk's core values around our delivery methodology, while enhancing our delivery capacity, and enabling partners to deliver Zendesk services independently.
Meeting organizational goals and managing to revenue/expense targets, utilization, and services attach rates.
Work cross functionally with other Zendesk teams to ensure alignment such as corporate marketing, product management, sales and others.
Manage the Global Professional Services financial management and reporting (P&L) in conjunction with the Finance team.
Work proactively with Sales on large opportunities, helping to position service philosophy, delivery and best practices related to Zendesk Services.
15+ years experience in Professional Services or related fields10+ years of related Professional Services leadership experience
Bachelor's Degree in CS or relevant technical field experience
5+ years experience in selling Professional ServicesExperience leading teams and interfacing at a VP level.
Familiarity with Cloud based deployments
Experience working with Customer Success to drive post sales services engagements
MBA or Master's Degree strongly preferred
Travel is required up to 60%, possibly more at peak times
Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
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