RVP, BPO & Managed Services Partnerships Remote...

Job Description RVP, BPO & Managed Services Partnerships About Us We are a category-defining AI leader in Customer Service—recognized as the #1 platform for AI-powered CX transformation . Our technology delivers unmatched automation, intelligence, and agent productivity, empowering the world’s most innovative brands to modernize their service operations. As companies race to adopt AI at scale, we are at the forefront—shaping the future of digital service with enterprise-grade AI that is trusted, proven, and globally deployed. About the Role We are seeking a Head of Partner GTM Managed Service Partnerships role to accelerate our growth ecosystem across Global System Integrators, BPOs, and Managed Service Providers. In this role, you will fundamentally reshape how service providers bring AI to market in a rapidly evolving Contact Center as a Service and Services as a Software (SasS) market. You will lead a business development team of partner GTM specialists and solution consultants and own the portfolio responsibility to build our BPO strategy through execution including development of joint offerings, pipeline creation, and services innovation. Your mandate is to position our AI platform as the core engine of partner-led digital transformation, enabling partners to pivot from labor-based models to tech-enabled outcome models. You will collaborate closely with Product, Sales, Partner sales, Marketing, and the CTO Office to shape Service providers to ignite scaled partner influence for ecosystem impact. Key Responsibilities Partner GTM Ecosystem Design: 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. People Leadership & Team Development: 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. Community and Practice Building, Enablement: 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. Commercial Innovation: 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. Pipeline & Revenue Generation: 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. Executive Governance: Own the rhythm of business with partner leadership for targeted accounts (QBRs, C-level interlocks) to ensure strategic alignment and resolve commercial friction. Cross-Functional Orchestration: Act as the bridge between partners and our internal teams (Product, Engineering, Sales). Synthesize partner feedback to influence our product roadmap and serviceability features. What You’ll Bring We are looking for a high-velocity, entrepreneurial builder who thrives at the intersection of partnerships, AI, and services transformation. Experience: 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). The Pivot Mindset: 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. Technical Fluency: 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. Builder DNA: 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 Executive Presence: You have the gravitas to negotiate with Partner VPs and C-Suite executives, capable of representing our company in industry forums and events. Operational Rigor: Strong command of Salesforce/PRM, forecast management, and data-driven decision-making. Strong cross-functional leadership across Sales, Product, Marketing, Services. __________________________________________________________________ The US annualized OTE (On Target Earnings) range for this position is $380,000.00-$570,000.00 with a pay mix of 60/40 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives. 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. [email protected] with your specific accommodation request.