Senior Engagement Manager

Zendesk, Inc.; Ciudad de México; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading customer service solution provider is seeking a Senior Engagement Manager in Mexico City. The role involves leading complex client projects, maintaining relationships with high-level stakeholders, and enhancing project delivery methodologies. Candidates should have over 5 years of experience in consultancy, strong leadership skills, and proficiency in both Portuguese and English. The position offers flexible remote work options and a competitive benefits package.

Servicios

Competitive pay and comprehensive benefits

Flexible hours and remote work options

Dynamic parental leave plans

Supportive workplace culture that promotes work-life balance

Formación

• Over 5 years of proven experience in client-facing roles.
• Demonstrated ability to manage complex projects and multiple engagements simultaneously.
• Strong strategic and analytical thinking skills.

Responsabilidades

• Serve as lead point of contact for major clients.
• Oversee the delivery of complex projects.
• Mentor junior engagement managers and support team development.
• Identify and address potential risks in project execution.
• Provide strategic oversight on projects.

Conocimientos

Leadership

Project management

Strategic thinking

Communication

Analytical thinking

Client relationship management

Educación

Bachelor's degree in Business, Management, or a related field

Master's degree

Herramientas

Project management software

CRM tools

Descripción del empleo

Senior Engagement Manager

Location: Mexico City, Mexico (CDMX)

Job Type: Full time

Remote: Fully Flexible | Hybrid: On-site part of the week, remote for remainder of the week

Posted: Yesterday

Job Requisition ID: R32550

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.

Responsibilities

• Serve as lead point of contact for major clients and nurture long‑term relationships with stakeholders at all levels, including C‑suite executives.
• Oversee the delivery of complex projects from inception through completion, ensuring they meet or exceed client expectations, budget constraints, and quality standards.
• Contribute to the refinement and evolution of project delivery methodologies to enhance efficiency and effectiveness across client engagements.
• Mentor and support the development of junior engagement managers and other team members, fostering a culture of continuous improvement and professional growth.
• Identify potential risks and bottlenecks in project execution, devising and implementing robust solutions to address these challenges proactively.
• Provide strategic oversight and guidance on projects, ensuring alignment with both client objectives and internal goals.
• Assist in the development and refinement of proposals, participate in the negotiation of contracts and the closure of sales opportunities.
• Maintain a deep understanding of industry trends and advancements to position Zendesk as a leader in the field and provide value‑added recommendations to clients.
• Work closely with sales, marketing, product development, and other departments to ensure cohesive project execution and client satisfaction.
• Manage individual projects and portfolios profitably for both internal and external priorities.

Qualifications

• Portuguese and English required; Spanish is preferred.
• 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).
• Willingness to travel up to 25%.

Benefits

• Competitive pay and comprehensive benefits.
• Flexible hours and remote work options.
• Dynamic parental leave plans.
• Snacks and appealing office environment.
• Strong focus on diversity, inclusion, and community impact.
• Supportive workplace culture that promotes work‑life balance.

Equal Opportunity Statement

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster a workplace that is inclusive and respectful of diversity. Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, you may view our internal EEO policy. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please contact [e-mail] with your specific accommodation request.