Senior Director, Global Technical Services
About The Position
Zendesk is seeking a Senior Director, Global Technical Services based in Austin, TX to lead the strategy, delivery, and evolution of our new global technical services organization. Your primary job is to be a leader to rethink, champion and transform how we do technical services in post-sales. This is not a ‘run the business’ position. This leader will oversee a team of Technical Architects and Technical Account Managers delivering both one-time and recurring services, while shaping the future of Zendesk’s technical services function in close partnership with technical pre-sales and forward-deployed teams. This role is ideal for a strategic, customer-focused leader who can combine operational excellence, technical depth, and AI-forward thinking to help reimagine post-sales delivery as Zendesk continues its transformation into an AI company.
Requirements
- 12+ years of experience leading technical services, post-sales, or customer-facing technical delivery organizations with P&L responsibility.
- Strong leadership background managing distributed teams in a SaaS or enterprise software environment.
- Demonstrated ability to build and scale service models that balance customer outcomes with operational efficiency.
- Deep understanding of how AI can be applied to improve service delivery, team productivity, and customer experience.
- Strategic thinker with the ability to translate vision into execution.
- Strong communicator with executive presence and cross-functional influence.
Responsibilities
- Lead all global technical service delivery across one-time and recurring services.
- Manage and develop teams of Technical Architects and Technical Account Managers.
- Define and execute the future vision for Zendesk technical services in partnership with technical pre-sales.
- Help evolve Zendesk’s forward-deployed model to better serve customers and scale impact.
- Drive adoption of AI across technical services to improve throughput, efficiency, and customer value.
- Reimagine the post-sales technical services experience in support of Zendesk’s AI transformation.
- Partner cross-functionally with Product, Engineering, Sales, Customer Success, and other teams to align services with customer and business goals.
- Establish scalable operating practices, service standards, and success metrics for the organization.
Benefits
- bonus
- benefits
- related incentives
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
