Zendesk · 20 hours ago
RVP, BPO & Managed Services Partnerships
United States
Full-time
Remote
Director/Executive
$380K/yr - $570K/yr
15+ years expZendesk is a category-defining AI leader in Customer Service, recognized for its AI-powered CX transformation platform. The Head of Partner GTM Managed Service Partnerships will lead a business development team to accelerate growth across Global System Integrators, BPOs, and Managed Service Providers, focusing on reshaping how these service providers bring AI to market.
Customer ServiceData ManagementEnterprise SoftwareSoftwareTechnical Support
Responsibilities
Define the global partner SP/BPO strategy aligned to Zendesk’s GTM positioning and AI roadmap
Develop and execute a multi-year partnership strategy that prioritizes high-value GSI and BPO partners capable of delivering complex AI transformation and align to Zendesk’s core industries
Translate product and platform strategy into repeatable partner plays (who to target, what to sell, how to win, how to deliver)
Build a partner segmentation model across GSIs/SIs, BPO/outsourcers, resellers/referral partners, and technology/ISVs—each with distinct motions and success metrics
Lead, mentor, and inspire a high-performing global team of SP/BPO Specialist and Solution Consultants, fostering a culture of accountability, innovation, and continuous learning
Own organizational design and resource allocation to ensure the team is optimally structured to achieve partner sourced revenue and strategic goals
Manage team performance, professional development, and career growth, ensuring alignment with the overall company vision and partnership strategy
Build an executive community of senior leaders 'Partner Board' across top strategic partners that will help guide Zendesk’s GTM strategy and gain their executive sponsorship for Zendesk led AI transformation initiatives within their respective organizations
Work with partner sales, technical teams and partner enablement teams to build 'Centers of Excellence' around Zendesk’s Resolution Platform. Ensure partners have the certified capacity to implement and manage our solution independently
Work with the partner enablement team to standardize delivery patterns across SI/SP/BPO partners that accelerate time-to-value and adoption
Establish quality and repeatability: reference architectures, implementation packages, deployment accelerators, and outcome-based success plans
Help partners evolve their business models. Guide them on how to monetize AI automation and outcomes, moving beyond traditional headcount-based pricing to create profitable, high-margin joint offerings
Create 'how we win together' playbooks with the Partner Experience team: qualification, messaging, competitive positioning, and escalation paths for SI/SP/BPO partner types
Partner with product/solution marketing to create vertical and use-case narratives that partners can take to market quickly
Partner with product/solution marketing to create industry-specific and vertical narratives that partners can take to market quickly, leveraging their deep industry knowledge to develop and sell tailored solutions
Collaborate with partner sales managers to develop clear and actionable GTM plans that deliver partner sourced pipeline
Carry a partner-sourced revenue target assigned to targeted accounts
Drive 'sell-with' and 'sell-through' motions, mapping partner accounts to our direct sales team to uncover net-new opportunities in partnership with RVP/PSE team
Build the co-sell engine: Work with PSE to create account mapping, joint pipeline generation, deal registration governance, joint pursuit teams, and QBR cadence with strategic partners
Own the rhythm of business with partner leadership for targeted accounts (QBRs, C-level interlocks) to ensure strategic alignment and resolve commercial friction
Act as the bridge between partners and our internal teams (Product, Engineering, Sales). Synthesize partner feedback to influence our product roadmap and serviceability features
Qualification
Required
15+ years in SaaS Alliances, Business Development, or Partner Sales, with at least 5 years focused specifically on the BPO/GSI ecosystem (e.g., Accenture, Teleperformance, Concentrix, TTEC, Deloitte, Indian SI's)
You understand the economics of the BPO P&L. You have a track record of helping services firms transition from labor-heavy models to tech-enabled managed services
You possess strong technical aptitude in AI, automation, and modern CX architectures. You can confidently discuss APIs, LLM workflows, and solution design with Partner CTOs and Practice Leads
You create clarity from ambiguity. You have developed frameworks, joint value propositions, and GTM programs from 0→1. Proven history building repeatable GTM plays and scaling co-sell with GSIs/SI/BPO/SP
You have the gravitas to negotiate with Partner VPs and C-Suite executives, capable of representing our company in industry forums and events
Strong command of Salesforce/PRM, forecast management, and data-driven decision-making
Strong cross-functional leadership across Sales, Product, Marketing, Services
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
H1B Sponsorship
Zendesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Adrian McDermott
Chief Technology Officer
Recent News
Index Ventures
2026-01-06
Small Business Trends
2026-01-04
Small Business Trends
2025-12-25
Company data provided by crunchbase