Senior Engagement Manager

Zendesk; United States; Hybrid; USD 108,000 - 162,000; Full time

Job summary

A leading company is seeking a Senior Engagement Manager to drive customer engagement and manage project outcomes. The ideal candidate will excel in collaboration, leadership, and customer relationship management. This role requires a proven track record in delivering solutions and fostering innovation. Join a dynamic team that values inclusivity and flexibility in a hybrid work environment.

Qualifications

• 12 years of experience in support or consulting services.
• 5 years managing or leading a technical team.

Responsibilities

• Serve as the single point of contact for customers.
• Oversee project delivery and manage multiple high-stakes projects.

Skills

Leadership

Communication

Project Management

Agile Methodologies

Education

Bachelor’s Degree

Tools

PMP Certification

Job description

Job Description

As a Senior Engagement Manager, you serve as a reliable and steady presence for customers, adeptly gathering their business requirements and designing comprehensive solutions that align with their needs. You excel in implementing these solutions based on customer specifications while effectively collaborating with various stakeholders across the organization.

You are a highly adaptable professional responsible for creating and executing projects based on customer requirements, acting as the primary internal and external contact for the customer’s vision and objectives. You have a proven track record of successfully managing project outcomes and driving customer engagement plans, ultimately ensuring exceptional service delivery.

As an agile leader, you possess experience in coaching and are a trusted steward within the community of employees. You embody the Zendesk culture and serve as a role model for collaboration, fostering sustainable innovation that enhances the experiences of both customers and employees.

Key Responsibilities:

• Serve as the single point of contact for customers throughout the entire lifecycle of complex and transformational opportunities.

• Achieve delivery targets and actively participate in pre-sales process to support Services bookings targets

• Collaborate with customers to understand their business objectives and establish success criteria for engagements, designing high-value service offerings.

• Lead a team in defining and orchestrating implementation plans throughout the customer lifecycle, including onboarding, training, regular check-ins, and providing technical advice and analysis.

• Strive for excellence as a respected manager of a highly impactful team.

• Act as a peer, advisor, mentor, and inspiring leader to colleagues across the organization.

• Oversee project delivery, ensuring adherence to schedules, budgets, and customer experience ratings.

• Attain proficiency in customer support workflows and Zendesk’s business applications and service offerings.

• Manage leadership-level client relationships and provide oversight during the entire engagement process.

• Identify opportunities for expansion and / or cross-sell

• Collaborate effectively across cross functional teams including, but not limited to, Advocacy, Customer Success, Sales, Product Management, and Engineering teams to address and resolve customer issues.

• Manage multiple high-stakes projects and customer relationships simultaneously.

• Contribute to best practice initiatives through the development of service offerings, methodologies, and intellectual capital.

• Collaborate with Zendesk partners to deliver joint customer engagements, ensuring consistency with Zendesk principles.

• Oversee partner resources from assignment to completion, ensuring a positive customer experience with Zendesk.

Qualifications:

• Bachelor’s Degree.

• A minimum of 12 years of experience delivering support and/or consulting services to enterprise-level customers.

• At least 5 years of experience managing or leading a technical team that consistently meets or exceeds business and customer requirements.

• PMP or other relevant project management certification is highly desirable.

• A player/coach mentality focused on nurturing and developing a team of goal-oriented individuals.

• Strong leadership skills with the ability to adapt to the needs of others and achieve impact through collaboration.

• Excellent client management instincts and presence at the leadership level.

• Strong written and verbal communication skills, with experience in facilitation.

• Project management experience, including statements of work (SOWs), contract management, risk management, and staffing.

• Familiarity with Agile methodologies and experience working on Agile projects.

• Experience in selling and/or delivering support services, or familiarity with products and processes related to customer support and contact centers.

• Expert in building relationships and presenting to C-suite executives.

#LI-SM12

The US annualized base salary range for this position is $108,000.00-$162,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

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.

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 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, please click here.

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 send an e-mail to [e-mail] with your specific accommodation request.