Manager, Services Consulting

We are seeking a dynamic and experienced **Manager of Professional Services**to lead our growing team of Services Consultants in the Brazil and broader LATAM region. This role is responsible for ensuring project success, managing escalations, and building strong partnerships with Sales and Solution Architects to deliver exceptional outcomes for our customers. In addition to overseeing regional delivery, this leader will help shape and drive **global and regional initiatives that improve processes and scale our business**.

**Key Responsibilities**
- **Team Leadership & Development**
- Lead, coach, and develop a team of Services Consultants in the LATAM region.
- Foster a culture of accountability, collaboration, and continuous learning.
- Provide performance feedback, career development guidance, and mentoring to direct reports.
- **Regional Business Ownership**
- Own and manage **Services revenue delivery**for LATAM, including project forecasting, quarterly target tracking, and weekly reporting to leadership.
- Ensure successful delivery and overall health of the LATAM Professional Services portfolio.
- Drive operational excellence through project oversight, process improvements, and adoption of best practices.
- **Customer Success & Escalation Management**
- Serve as the **primary escalation point**for LATAM Professional Services projects.
- Partner with internal teams to resolve issues quickly while ensuring a positive customer experience.
- Build trusted relationships with executive stakeholders across key customer accounts.
- **Cross-Functional Partnerships**
- Partner with the **Solution Architect team**to scope and define new customer engagements.
- Collaborate with the **Sales team**to align on customer expectations, drive successful implementations, and identify opportunities for expansion.
- Ensure seamless collaboration between regional Professional Services and global teams.
- **Global & Regional Initiatives**
- Contribute to and co-lead **global and regional programs**that improve service delivery processes, tools, and operational efficiency.
- Represent the LATAM region in global Professional Services strategy discussions and initiatives.

**Requirements**:

- 6+ years of experience in software implementation, preferably with leadership experience Proven experience **managing and leading a consulting or delivery team**.
- Demonstrated success in **owning and achieving revenue or delivery targets**.
- Strong background in **managing customer escalations**and influencing executive-level stakeholders.
- Experience building and maintaining **cross-functional relationships**with Sales, Solution Architects, and other internal teams.
- Excellent communication and presentation skills, in both **Portuguese and English**(Spanish a plus).
- Strong business acumen, with the ability to balance customer needs, team capacity, and revenue goals.
- Comfortable working in a **fast-paced, high-growth, and global environment**.

**Preferred Qualifications**
- Experience in **SaaS, software, or technology consulting environments**.
- Prior ownership of **regional or portfolio-level service delivery**.
- Knowledge of **project management methodologies**(e.g., Agile, PMP, ITIL).

**What We Offer**
- Opportunity to lead and shape the Professional Services strategy in a fast-growing region.
- Collaborative and inclusive global culture.
- Professional growth and leadership development opportunities.

**Where We Work**
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

**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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices arou