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