Senior Engagement Manager

Zendesk, Inc.; São Paulo; Hybrid; BRL 240,000 - 340,000; Full time

Benefits offered by this job

Hybrid work model

Inclusive recruitment process

Job summary

Zendesk, Inc. is seeking a Senior Engagement Manager to lead high-value client programs with senior stakeholders. You will drive complex projects from inception through delivery, shaping engagement strategy while mentoring junior colleagues and refining delivery methods for efficiency.

Fluency in English and Spanish is required, with up to 25% travel. The role requires strong leadership, strategic thinking, and a track record of managing multi-engagement portfolios in a SaaS environment.

Qualifications

• 5+ years in client-facing roles in consultancy or professional services.
• Ability to lead complex projects and multiple engagements.
• Strong leadership and mentoring experience.
• Strategic and analytical thinker with excellent communication.
• Proficient with PM software and CRMs.
• Bachelor's degree; Master's preferred.
• Willing to travel up to 25%.
• Fluent in English and Spanish.

Responsibilities

• Lead major client engagements from inception to delivery.
• Oversee complex projects ensuring budget, scope, quality.
• Refine delivery methodologies for efficiency.
• Mentor junior engagement managers.
• Manage risks and resolve project blockers.
• Provide strategic guidance aligning client and Zendesk goals.
• Support proposals and contract negotiations.
• Stay abreast of industry trends to advise clients.
• Collaborate cross-functionally with sales, product, and marketing.
• Ensure profitable project portfolios.

Skills

Leadership

Client engagement

Strategic thinking

Project management

Mentoring

Communication

Analytical thinking

CRM proficiency

Education

Bachelor's degree in Business/Management

Master's degree preferred

Tools

CRM software

Project management software

Job description

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).
• 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 the 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.

This position is open to all qualified candidates, and we particularly encourage applications from persons with disabilities. We at Zendesk are committed to an inclusive and accessible recruitment process.

Esta vaga é aberta a todas as pessoas qualificadas, e incentivamos especialmente a candidatura de pessoas com deficiência (PCDs). Nós na Zendesk estamos comprometidos com um processo seletivo inclusivo e acessível.

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.

About Zendesk

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 co