Posted a month ago by

Manager, Professional Services

San Francisco, CA, United States
Employment: Full Time Experience: Senior

Our Professional Services teams 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.

This position will be responsible for establishing executive relationships during engagements, managing/mentoring a team of project managers, and ensuring that we are providing value and exceptional customer experiences to our customers. You will also partner with regional sales and success leaders to identify trends and uncover opportunities for new engagements in an effort to attain revenue targets within the region.

This highly versatile position is ultimately responsible for the success of a regional professional services team, including project delivery, customer satisfaction, profit/loss, and utilization.

  • Leadership and direct management of the team to include recruiting/hiring, development, and performance management
  • Oversee a team of Zendesk project leads/managers who are each responsible for managing a portfolio of projects concurrently
  • Coach and mentor your team closely so there is consistency in the experiences across your Customer portfolio
  • Overall ownership for regional bookings, revenue, and quality metrics
  • Ensure your team follows program methodology and responsibilities
  • Maintain and forecast delivery goals for on-time, to-spec, and on-budget across the entire portfolio.
  • Meeting organizational goals and managing to revenue/expense targets, utilization, and capacity goals.
  • Manage escalations and provide management sponsorship on strategic projects.
  • Assist in strategic pre-sales opportunities scoping & project estimation efforts.
  • Create and seek out professional development opportunities for the team
Required Skills/Experience:
  • Minimum of (3) years managing a consulting team
  • Minimum of (5) years project management experience including budget, scope, and time management.
  • Resource management experience including staffing, planning, and utilization operations
  • Excellent communication, interpersonal skills, and eloquent writing skills
  • Empathy and a unique ability to understand customer needs
  • Ability to command a room and inspire others
  • Experience leading teams and interfacing at a VP level
  • Demonstrated professionalism, tact, diplomacy, discretion and judgment
  • Detail and customer-oriented team player with excellent organizational skills
  • Strong project management skills and an ability to multitask without getting frazzled
  • Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
  • Bachelors of Arts or Bachelor of Science degree, MBA or equivalent experience a plus
  • Willingness to travel up to 30%
Equal Opportunity Statement

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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