German-Speaking Senior Engagement Lead (EMEA)

Zendesk, Inc.; Greater London; On-site; GBP 120,000 - 160,000; Full time

Job summary

Zendesk, Inc. is seeking a Senior Engagement Manager to drive large-scale, high-value customer implementations across EMEA from mobilisation to go-live and transition. You will lead cross-functional teams, manage stakeholders from admins to C-suite, and shape delivery plans around CX, AI, and Zendesk product enhancements.

You will influence delivery methodologies, ensure value realization, and maintain governance across engagements, with a strong emphasis on risk management and timely delivery.

Qualifications

• Professional fluency in both English and German, with the ability to lead and deliver work confidently in both languages interchangeably
• 7+ years' experience in project or programme management, including demonstrable experience leading complex technology or SaaS implementation programmes

Responsibilities

• Lead large, complex implementation programmes for Zendesk's customers from mobilisation through go-live
• Deliver to agreed customer outcomes, milestones and commercial commitments
• Translate customer objectives into measurable delivery outcomes focusing on adoption and value realisation
• Coordinate multiple workstreams and cross-functional teams with clear roles and dependencies
• Establish programme governance, reporting, RAID management, and escalation paths
• Act as senior delivery connector across Professional Services, Pre-sales, Sales, Customer Success, Product and other teams
• Manage stakeholders at all levels, from admins to C-suite, including customers and delivery partners
• Take ownership of escalations and reconciliation plans
• Shape delivery standards to improve Professional Services operations at Zendesk
• Maintain autonomy to make decisions in ambiguous situations
• Maintain strong commercial control of engagements including budget and forecasting
• Identify opportunities to extend services engagements in collaboration with Sales and Customer Success

Skills

English-German fluency

Job description

Zendesk, Inc. is seeking a Senior Engagement Manager to drive large-scale, high-value customer implementations across EMEA from mobilisation to go-live and transition. You will lead cross-functional teams, manage stakeholders from admins to C-suite, and shape delivery plans around CX, AI, and Zendesk product enhancements.

You will influence delivery methodologies, ensure value realization, and maintain governance across engagements, with a strong emphasis on risk management and timely delivery.