# Senior Engagement Manager

**Company**: Zendesk
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Consulting
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/London-United-Kingdom/German-Speaking-Senior-Engagement-Manager_R35505?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7cc3b03b-437

## Description

Zendesk Professional Services is focused on maximising the impact and value of Zendesk software for both existing and new customers.

The Senior Engagement Manager plays a pivotal role in driving the success of complex and high-value customer implementation projects.

**Key Responsibilities:**

- Lead large, complex implementation programmes from mobilisation through to go-live

- Deliver to agreed customer outcomes, milestones and commercial commitments

- Translate customer business objectives into measurable delivery outcomes

- Apply strong technical fluency to understand SaaS products, CX and AI solutions

- Coordinate multiple workstreams, cross-functional delivery teams, internal specialists, partners and subcontractors

- Establish programme governance, including delivery cadence, executive reporting and RAID management

- Act as the senior delivery connector across Professional Services, Pre-sales, Sales, Customer Success and Product

- Manage and influence stakeholders at all levels

- Take ownership of escalations and associated recovery plans

- Shape delivery standards to continually improve Professional Services operations

- Operate with a high degree of autonomy and make sound recommendations and decisions

- Maintain strong commercial control of assigned engagements

- Identify opportunities to extend or expand services engagements

- Occasionally support pre-sales teams in scoping and shaping future services projects

- Coach and support less experienced team members

- Be proactive about expanding knowledge of Zendesk's product and latest releases

- Maintain a strong understanding of CX and AI trends and Zendesk's product direction

**Qualifications:**

- Professional fluency in both English and German

- 7+ years' experience in project or programme management

- Experience in customer-facing roles, ideally in a technology company or Professional Services environment

- Demonstrated ability to lead large, complex programmes

- Ability to lead and influence cross-functional teams and senior stakeholders

- Highly organised, structured and proactive, with strong attention to detail

- Strong strategic and analytical thinking

- Clear and confident communication skills

- Bachelor's degree or equivalent professional experience

**Preferred Skills:**

- Previous commercial experience within Professional Services

- Relevant certifications in project management

- Experience using project management, professional services automation, resource planning or financial management tools

- Experience of Employee Services implementations as well as CX

## Skills

### Required
- English
- German
- Project Management
- Programme Management
- SaaS
- CX
- AI
- Technical Fluency

### Nice to have
- Professional Services
- Project Management Certifications
- Asana
- Certinia
- Employee Services

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/London-United-Kingdom/German-Speaking-Senior-Engagement-Manager_R35505?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)