CX Acceleration SWAT Team Manager, AMERICAS

Job Description

We are looking for a Manager to lead a regional team of SWAT team specialists focussed on AMER and LATAM driving value realization for a key cohort of Zendesk customers in need of an optimization and remediation strategy to get them back on the path to maximum value.

This role is central to aligning customer strategy and technology value through a unified multidisciplinary approach that leads a team of Customer Success Managers Solutions Consultants Engineers and Sales team members.

As Team Lead you will own regional delivery of SWAT team engagements and coach your team to perform as trusted advisors to Senior Management stakeholders. Your focus will be to define and quantifiably measure customer impact translate enterprise CX vision into action through Zendesks technology drive long-term account health and influence the way customers design and evolve their customer experiences. Youll also partner with global peers to align best practices processes and playbooks across Zendesks global enterprise customer portfolio.

Key Responsibilities

• Team Leadership & Coaching: Lead a cross-functional team of strategic advisors including CSMs Solution Consultants and Technical experts focused on delivering CX and transformation value for Zendesks most strategic customers.

• CX Transformation Strategy: Oversee the development of tailored CX and digital transformation strategies customer journeys and roadmaps that link customer goals to Zendesks platform capabilities. We need you to help build the program then lead the delivery. This is going to be scrappy at first so you must be happy with leaning in wherever help is needed.

• Customer Advisory: Serve as executive sponsor and thought-partner for a select number of top-tier enterprise accounts. Guide your team in engaging C-level executives with impactful insights and CX value cases.

• Transformation Delivery Oversight: Ensure that strategic recommendations are translated into tangible outcomes and that customer teams are supported through their change and technology journeys.

• Cross-Functional Collaboration: Collaborate closely with Zendesks Sales Product and Customer Success teams to drive cohesive account-aligned strategies and identify growth opportunities.

• Customer Innovation & Enablement: Guide the team in delivering executive engagements CX maturity assessments and innovation workshops tailored to enterprise audiences.

• Thought Leadership: Represent Zendesk at industry events in customer forums and through publications to reinforce Zendesks brand as a leader in CX Transformation.

• Regional Program Management: Own team metrics and operational delivery for the region while contributing to global alignment across Customer Value efforts.

Requirements

• Experience: 10 years of progressive leadership experience in management consulting customer strategy or enterprise transformation roleswith at least 5 years leading multi-disciplinary teams in matrix environments.

• Experience across verticals such as financial services technology retail telecommunications media or supply chain preferred.

• Strategic Expertise: 8 years proven experience in customer experience design digital transformation strategy and value realization across complex enterprise environments.

• Zendesk Familiarity:

• Understanding of Zendesks platform and the ability to contextualize its application within larger enterprise transformation efforts.

• Executive Influence: Strong credibility with senior executives and experience presenting and influencing at the C-suite level.

• Leadership: Demonstrated ability to lead regional programs balance strategic and operational priorities and drive team success in dynamic high-growth environments.

• Communication: Outstanding verbal and written communication skills.

• Ability to synthesize complex ideas into clear impactful narratives for C-level audiences and to present to a senior decision making audience.

• Thought Leadership: Recognition through industry awards speaking engagements or publications is a plus.

• Strong project management skills and an ability to multitask without getting frazzled

• Able to prepare present and revise budgets

• Willingness to travel up to 15%

• Global Mindset: Ability to work across time zones and cultures as part of a globally distributed team.

• Education: Bachelors degree in commerce marketing or strategy required.

• Masters degree or MBA preferred.

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 around the world to connect collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position in accordance with Company guidelines and applicable law.

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 with your specific accommodation request.