Job Description

Zendesk is at the forefront of Custom Service Software innovation, providing cutting-edge solutions to complex challenges faced by our clients worldwide. We are looking for a seasoned Senior Engagement Manager to lead our team, ensuring not only the success of our projects but also the advancement of our engagement methodologies and the development of our team.

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.

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.

• Relevant certifications in project management (e.g., PMP, PRINCE2) are highly desirable.

• Bachelor’s degree in Business, Management, or a related field; Master’s degree preferred.

#LI-DT2

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.

The US annualized base salary range for this position is $104,000.00-$156,000.00. 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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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 peopleandplaces@zendesk.com with your specific accommodation request.