Senior Engagement Manager

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.

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The US annualized base salary range for this position is $108,000.00-$162,000.00.