Engagement Manager
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Job Description
Engagement Manager at Zendesk managing client engagements and project delivery for contact center solutions. Leading teams and collaborating across functions to drive customer success.
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.
Requirements:
- Previous experience delivering support, project management and/or consulting services to enterprise-level customers.
- Experience working in Contact Center environments and or AWS Connect.
- Strong written and verbal communication in English with experience in facilitation.
- Experience managing or leading/coordinating technical teams that consistently meets or exceeds business and customer requirements.
- Hands-on experience in building relationships and presenting to C-suite executives.
- PMP or other relevant project management certification is highly desirable.
- Coaching 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.
- 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.
Benefits:
- Bonuses
- Benefits
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