Manager, Services Consulting

Zendesk•Austin, TX

2d•Hybrid

About The Position

Manager, Services Consulting leads and grows a regional expert services team that consistently delivers predictable, high-quality outcomes and accelerates customer adoption and value realization. This role establishes 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, this role innovates scalable delivery motions, embeds continuous improvement, and coaches the team through change—using data and AI-enabled tools to turn insights into action and measurable business impact.

Requirements

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).

Nice To Haves

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.

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.