Zendesk is seeking a Senior Director of customer enablement and delivery strategy to join our growing team. As a strategy leader, you will play a pivotal role in shaping our professional services strategy, helping us scale globally and drive customer success in close collaboration with the CX business owners. You will act as the Strategy Business Partner and Advisor to the Head of Global Professional Services and the senior leadership team.

　　Responsibilities:

　　- Develop the professional services strategy, aligning with Zendesk's overall business objectives, in collaboration with the CX leadership

　　- Support the design the professional services (proserv) portfolio strategy

　　- Evolve the professional services (proserv) pricing and packaging of proserv offerings

　　- Help evolve and standardize services offerings to deploy and accelerate adoption for our customers globally.

　　- Help drive demand and adoption of the services offerings

　　- Support the strategic planning processes (e.g., Monthly Reviews, Forecasts, Annual Budget, and Long Range Plan) - including target setting and actively engaging in the evolution of Professional Services.

　　- Act as a subject matter expert on Professional Services strategies, cost structure, and business metrics.

　　- Build and maintain relationships with key stakeholders, including clients, partners, and internal teams.

　　- Actively contribute to our culture of continuous improvement, fostering innovation and operational excellence.

　　Skills and Qualifications:

　　- Bachelors degree in Business, Finance, or related field. MBA or equivalent advanced degree is preferred.

　　- 10+ years of relevant experience in professional services strategy or consulting, preferably in a SaaS or tech environment.

　　- Held a leadership role at an established global SaaS services organization.

　　- A proven track record of operational excellence (KPIs, productivity tracking, process improvement, etc.). Deep understanding of services metrics such as utilization, time-to-value, and implementation CSAT.

　　- A background in consulting and helping customers transform their business using SaaS technology is a plus

　　- Proven ability to interact and communicate with CxO-level personnel. Strong communication and presentation skills, with the ability to influence at all levels within the organization.

　　- First principles thinker. Ability to set aside your prior experiences and instincts/biases when necessary and think through situations from first principles.

　　- Strong analytical skills, with the ability to translate complex data into actionable insights.

　　- Proactive, strategic thinker with a customer-focused mindset.

　　The US annualized base salary range for this position is $192,000.00-$288,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

　　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 were proud of our ongoing efforts to foster global diversity, equity, & inclusion 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 click here.

　　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 [email protected] with your specific accommodation request.