Description
The Senior Engagement Manager at Zendesk will drive the success of 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.
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: 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: 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 organisational 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.)
- Fluent English and Spanish
- Ability and willingness to travel up to 25%
Preferred Skills:
- Relevant certifications in project management (e.g., PMP, PRINCE2, SAFE, SCRUM) are highly desirable.
- Experience in SaaS implementations is highly desirable.
- Ability to excel under pressure in a fast-paced, dynamic environment.
- Knowledge of AI models and workflows for internal and customer-facing work.