Senior Engagement Manager

Join to apply for the Senior Engagement Manager role at Zendesk

1 week ago Be among the first 25 applicants

Join to apply for the Senior Engagement Manager role at Zendesk

Senior Engagement Manager

Job Description

Senior Engagement Manager

Zendesk Professional Services sits within Zendesk's Customer Experience organisation and is focussed on maximising the impact of Zendesk software for both existing and new customers. The Professional Services team works on projects across EMEA with customers of all sizes, from Commercial to Enterprise. Engagements range from new customer implementations, focussed on delivering zendesk at scale and transforming existing CX operations, to working with existing customers to further customise and enhance their use of Zendesk.

A Senior Engagement Manager at Zendesk plays a pivotal role in driving the success of our most complex and high-value customer implementation projects.

The role involves managing customers through implementation projects, particularly large scale projects in the DACH region.

The role requires a strong balance of leadership, excellent communication skills and advanced project management capabilities. To be successful, you must be a capable leader, steering project teams and customer engagements towards exceptional outcomes. You should be dynamic, a strong problem solver and able to manage competing priorities.

Part of the role will focus on improving our delivery methodologies as Zendesk's product grows and we continuously improve how we deliver with impact.

What will you be doing?

• Oversee the delivery of implementation projects for Zendesk's customers, primarily in the DACH region, from inception through to completion, ensuring they exceed customer expectations and are delivered on time and budget
• Act as the lead point of contact for our customers when they engage with Professional Services. You will be the connector between Sales and Customer Success and build strong relationships with Zendesk customers at all levels, from administrators to C-suite leaders.
• Risk management and problem solving: Identify potential risks and bottlenecks in project execution and proactively lead on finding and implementing solutions
• Strategic oversight: Provide strategic guidance to ensure projects align with both client objectives and zendesk's internal goals
• Manage individual project profitability with an understanding of internal revenue targets and a strong commercial awareness to deliver against Zendesk's internal goals
• Lead commercial discussions with customers to expand existing services engagements
• Occasionally support pre-sales teams in scoping and shaping future services projects and sharing previous successful engagement experiences
• Methodology enhancement: Actively contribute to the evolution of our project delivery methodology to improve efficiency and effectiveness of our customer engagements
• Mentor and support junior team members, fostering a culture of continuous improvement and professional growth
• Be proactive about expanding your knowledge of Zendesk's product and latest releases
• Have a strong understanding of CX trends and Zendesk's position as a market leader
• Collaborate closely with teams across zendesk from Sales Account Executives and Customer Success to Product and other support teams.
• Be comfortable working with personal utilisation targets and tracking billable time on a weekly basis
• Use Zendesk's internal Professional Services Automation tool daily to manage projects, including resource management, forecasting, budget control and billing
  
  

What Are We Looking For

• Ability to speak both English and German to business level and deliver projects in both languages
• 5+ years experience of project management with experience focussed on delivering technology or software projects
• Experience in customer-facing roles, particularly in a consultancy or Professional Services environment
• Demonstrated ability to manage large, complex projects and multiple engagements simultaneously
• Exceptional leadership skills
• Advanced organisation capabilities and proactive approach
• Strong strategic and analytical thinking
• Good interpersonal skills and the ability to collaborate with both customers and internal teams
• Bachelor's degree
• Ability and willingness to travel up to 20%
  
  

Preferred Skills

• Ability to excel under pressure in a fast-paced, dynamic environment
• Previous commercial experience of working within Professional Services, particularly working with Statement of Works (SOWs) and different Professional Services contract types from Fixed Fee to Time and Materials and the commercial nuances of how they impact delivery approach
• Relevant certifications in project management (e.g., PMP, PRINCE2, Scrum, Agile Practitioner and SAFe) are highly desirable
• Experience of using Asana and Certinia
• A third language capability
  
  

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.

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 peopleandplaces@zendesk.com with your specific accommodation request.Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionBusiness Development and Sales
• IndustriesSoftware Development

Referrals increase your chances of interviewing at Zendesk by 2x

Get notified about new Senior Engagement Manager jobs in Dublin, County Dublin, Ireland.

Senior Engagement Manager - Professional Services (d/f/m)

Dublin, County Dublin, Ireland 1 week ago

Senior Program Manager, Customer Success

Dublin, County Dublin, Ireland 6 days ago

Dublin, County Dublin, Ireland 2 weeks ago

Dublin, County Dublin, Ireland 5 days ago

Customer Success Strategy and Operations Manager

Dublin, County Dublin, Ireland 2 weeks ago

Dublin, County Dublin, Ireland 2 weeks ago

Senior Customer Success Manager Learning (Greek Speaking)

Dublin, County Dublin, Ireland 3 days ago

Strategic Communications & Engagement Manager Assistant Principal

Dublin, County Dublin, Ireland 4 days ago

Strategic Communications & Engagement Manager

Dublin, County Dublin, Ireland 2 months ago

Strategic Customer Success Manager, High Touch

Dublin, County Dublin, Ireland 1 week ago

Securities Services - Customer Success Manager - Vice President

Dublin, County Dublin, Ireland 2 weeks ago

Customer Success Manager - Spanish speaker

Dublin, County Dublin, Ireland 2 weeks ago

Business Projects – Senior Business Analyst/Project Manager

Dublin, County Dublin, Ireland 2 weeks ago

Dublin, County Dublin, Ireland 1 week ago

Dublin, County Dublin, Ireland 1 week ago

Dublin, County Dublin, Ireland 2 days ago

Customer Success Manager, Integration/ Automation Solutions - Arabic Speaking

Dublin, County Dublin, Ireland 1 week ago

Dublin, County Dublin, Ireland 4 weeks ago

Dublin 4, County Dublin, Ireland 6 days ago

Dublin, County Dublin, Ireland 2 months ago

Dublin, County Dublin, Ireland 2 months ago

Dublin, County Dublin, Ireland 6 days ago

Grade VIII NIIS Business Lead Senior Project Manager National Immunisation Information System NIIS TT2725

Dublin, County Dublin, Ireland 3 weeks ago

Customer Success Manager - Dublin, Ireland

Dublin, County Dublin, Ireland 1 week ago

Customer Success Manager - Nordics speaker

Dublin, County Dublin, Ireland 2 weeks ago

Customer Success Manager, API/ Integration Solutions - Italian Speaking

Dublin, County Dublin, Ireland 19 hours ago

Dublin, County Dublin, Ireland 5 hours ago

Dublin, County Dublin, Ireland 3 days ago

Engagement Manager, Aircraft Investment Advisory

Dublin, County Dublin, Ireland 1 month ago

Dublin, County Dublin, Ireland 1 week ago

Dublin, County Dublin, Ireland 2 months ago

Customer Success Manager - Italian and Spanish speaking

Dublin, County Dublin, Ireland 2 weeks ago

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

---