Senior Engagement Manager

Job Description

The Senior Engagement Manager at Zendesk will be pivotal in driving the success of our most complex and high-value client projects. This role requires a balance of leadership, influential communication, and advanced project management skills, with a strong emphasis on strategic thinking and an innovative mindset. The ideal candidate will be an experienced leader capable of steering project teams and client engagements towards achieving exceptional outcomes, while actively contributing to the improvement of our delivery methodologies and mentoring junior team members.

Key Responsibilities:

• Client Engagement Excellence: Serve as the lead point of contact for major clients, nurturing long-term relationships with stakeholders at all levels, including C-suite executives.

• Complex Project Leadership: Oversee the delivery of complex projects from inception through completion, ensuring that they meet or exceed client expectations, budget constraints, and quality standards.

• Methodology Enhancement: Actively contribute to the refinement and evolution of project delivery methodologies to enhance efficiency and effectiveness across client engagements.

• Team Development and Mentorship: Mentor and support the development of junior engagement managers and other team members, fostering a culture of continuous improvement and professional growth.

• Risk Management and Problem Solving: Identify potential risks and bottlenecks in project execution, devising and implementing robust solutions to address these challenges proactively.

• Strategic Oversight: Provide strategic oversight and guidance on projects, ensuring alignment with both client objectives and internal goals.

• Business Development Support: Assist in the development and refinement of proposals, participating in the negotiation of contracts and the closure of sales opportunities.

• Industry Expertise: Maintain a deep understanding of industry trends and advancements to position Zendesk as a leader in the field and to provide value-added recommendations to clients.

• Cross-Functional Collaboration: Work closely with sales, marketing, product development, and other departments to ensure cohesive project execution and client satisfaction.

• Financial Expertise: Ability to manage individual projects and portfolios profitably for both internal and external priorities. 

Qualifications:

• Over 5+ years of proven experience in client-facing roles in a consultancy or professional services environment, with significant leadership responsibilities.

• Demonstrated ability to manage complex projects and multiple engagements simultaneously.

• Exceptional leadership skills, with experience mentoring team members and advancing organizational capabilities.

• Strong strategic and analytical thinking skills.

• Excellent interpersonal and communication skills, capable of working effectively with both clients and internal teams.

• Proficiency in project management software and CRM tools.

• Bachelor’s degree in Business, Management, or a related field; Master’s degree is a plus.

• Experience with the creation of and financial impacts of all contract types (FF, T&M, FFM, FTE, etc)

• Ability and willingness to travel up to 15%

Preferred Skills:

• Relevant certifications in project management (e.g., PMP, PRINCE2, SAFE, SCRUM) are highly desirable.

• Experience in the SaaS implementations is highly desirable.

• Ability to excel under pressure in a fast-paced, dynamic environment.

#LI-MR7

• Knowledge of AI models and workflows for internal and customer facing work.

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 we’re 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 [email protected] with your specific accommodation request.