Manager, Services Consulting

Overview In this role you will lead a regional expert services team to deliver predictable, high-impact outcomes for Zendesk customers. You will establish staffing rhythms, delivery standards, and KPI visibility to protect retention and drive expansion. You’ll collaborate across functions to scale delivery motions, embed continuous improvement, and translate data and AI insights into tangible value. This position combines leadership, delivery excellence, and cross-functional influence to accelerate customer adoption and value realization. Compensation / Benefitshybrid work modelremote work part of the weekcompetitive compensation with OTEbonus potentialinclusion and diversity commitmentglobal collaboration Responsibilities Scale and coach the regional consulting team to foster accountability, customer focus and high performance Own delivery performance and customer outcomes across portfolios, including staffing, design, configuration and satisfaction Monitor staffing, billable utilization, capacity planning, and delivery KPIsIdentify risks and implement remediation plans to sustain ongoing services packages Collaborate with cross-functional teams to drive adoption, expansion and retention Innovate delivery motions for efficiency, scalability and quality Guide the team through evolving priorities and changes while maintaining performance and morale Key requirements 7+ years in Professional Services / Technical Account Management / Consulting Services in enterprise SaaS2+ years of people management leading customer-facing teams (typically 6–10 direct reports)Proven experience delivering multiple concurrent engagements with utilization, staffing, and quality responsibility Strong analytical, project management, interpersonal and communication skills with C-suite interface Bachelor’s degree in Business, Computer Science, Engineering, or related fieldleadershipchange managementcross-functional collaborationAI-enabled tools and workflows Zendesk configuration and implementation practicesdata analysis and metrics tracking