Zendesk is a service-first crm company that builds powerful, customizable software designed to improve customer relationshipsAt zendesk we encourage growth, innovation and believe in giving back to the communities we call home.
We are seeking a senior director of partner services who will have global responsibility for the overall strategy, execution, management, enablement, and growth of partner delivered professional services including implementation, advocacy (customer care and technical support) and customer success.this is a unique opportunity to build, execute and manage the partner services strategy for zendesk’s partner ecosystem aligned with company goals and objectivesThe ideal candidate will have a passion for delivering a best in class partner experience that is focused on delivering mutual profitability and success for both the partner and zendesk.
Reporting to the vice president of partner sales in zendesk’s global partner sales organization, the senior director will focus on driving successful outcomes for zendesk by attracting, engaging and enabling partners to deliver services across the customer life cycleYou will have the opportunity to direct regional teams of partner services managers to deliver a comprehensive partner experience assisting partners in the development and delivery of their implementation, success, and support services and capabilities.
What your key objectives will be:
Establish a clear roi and value proposition to attract partner investment in post-sale partner services
Direct the engagement of existing partners and recruitment of new partners to deliver services aligned to global and regional requirements and capacity demands
Manage and scale the zendesk partner implementation program including enablement
Drive the enablement of partners to deliver services across the customer life cycle including advocacy and success
Align partners` focus on kpis to increase customer satisfaction, reduce churn and contraction, accelerate net expansion and derive critical insights for growth opportunities.
What you get to do everyday:
Analyze and collaborate with sales, advocacy and success leadership teams to bridge gaps through the zendesk partner ecosystem
Ensure partner ecosystem subcontracting capacity to deliver services, including implementation meets forecasted demand
Collaborate in strategic partner business planning and qbrs highlighting opportunities, investment areas and reporting on progress in post-sales services delivery (implementation, success, advocacy)
Continuously identify new opportunities for enablement improvement for partner implementation, advocacy and success skill development
Work internally and externally to develop and execute key initiatives focused on enabling the zendesk partner ecosystem to deliver professional services including implementation, consulting, change management, advocacy and success to end customers globally and within region.
Develop and manage the enablement strategy and services capability of zendesk partners to address the complete customer life cycle
What you bring to the role:
15+ years of experience managing partners to deliver professional services consulting and project management services
7+ years of strategic partner management
Experience and understanding of partner ecosystems and the partner journey as it relates to the delivery of services through consulting partners, gsis, bpos, vars and solution providers.`
Understanding of saas business models and channel partner strategy as it relates to post sale capabilities and the full customer lifecycle.
Understanding of cx technologies and off platform ecosystem
Strong analytical skills: demonstrated ability to find solutions to complex problems, interpret feedback, results and data to derive business insights
Flexibility to pivot and keep up with fast paced, evolving team in a digital first environment
Ability to manage both internal and external stakeholders.
Experience working with channel and sales leaders and teams to align with overall channel strategy.
Highly collaborative, team player who can work cross-functionally to ensure partner success and influence stakeholders.
About zendesk - champions of customer service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service onlineToday, zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centersZendesk products are built with love to be lovedThe company was conceived in copenhagen, denmark, built and grown in california, taken public in new york city, and today employs more than 4,000 people across the worldLearn more at www.zendesk.com.
We believe in serviceLearn more about how we provide support to our local communities with volunteering, grants and product donations.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplaceIndividuals 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 lawWe are an aa/eeo/veterans/disabled employerIf 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 lawIf 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 benefits@zendesk.com with your specific accommodation request.
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