Join to apply for the Senior Engagement Manager role at Zendesk1 week ago Be among the first 25 applicantsJoin to apply for the Senior Engagement Manager role at ZendeskSenior Engagement ManagerJob DescriptionSenior Engagement ManagerZendesk Professional Services sits within Zendesk’s Customer Experience organisation and is focussed on maximising the impact of Zendesk software for both existing and new customers. The Professional Services team works on projects across EMEA with customers of all sizes, from Commercial to Enterprise. Engagements range from new customer implementations, focussed on delivering zendesk at scale and transforming existing CX operations, to working with existing customers to further customise and enhance their use of Zendesk.A Senior Engagement Manager at Zendesk plays a pivotal role in driving the success of our most complex and high-value customer implementation projects.The role involves managing customers through implementation projects, particularly large scale projects in the DACH region.The role requires a strong balance of leadership, excellent communication skills and advanced project management capabilities. To be successful, you must be a capable leader, steering project teams and customer engagements towards exceptional outcomes. You should be dynamic, a strong problem solver and able to manage competing priorities.Part of the role will focus on improving our delivery methodologies as Zendesk’s product grows and we continuously improve how we deliver with impact.What will you be doing?Oversee the delivery of implementation projects for Zendesk’s customers, primarily in the DACH region, from inception through to completion, ensuring they exceed customer expectations and are delivered on time and budgetAct as the lead point of contact for our customers when they engage with Professional Services. You will be the connector between Sales and Customer Success and build strong relationships with Zendesk customers at all levels, from administrators to C-suite leaders.Risk management and problem solving: Identify potential risks and bottlenecks in project execution and proactively lead on finding and implementing solutionsStrategic oversight: Provide strategic guidance to ensure projects align with both client objectives and zendesk’s internal goalsManage individual project profitability with an understanding of internal revenue targets and a strong commercial awareness to deliver against Zendesk's internal goalsLead commercial discussions with customers to expand existing services engagementsOccasionally support pre-sales teams in scoping and shaping future services projects and sharing previous successful engagement experiencesMethodology enhancement: Actively contribute to the evolution of our project delivery methodology to improve efficiency and effectiveness of our customer engagementsMentor and support junior team members, fostering a culture of continuous improvement and professional growthBe proactive about expanding your knowledge of Zendesk’s product and latest releasesHave a strong understanding of CX trends and Zendesk’s position as a market leaderCollaborate closely with teams across zendesk from Sales Account Executives and Customer Success to Product and other support teams.Be comfortable working with personal utilisation targets and tracking billable time on a weekly basisUse Zendesk’s internal Professional Services Automation tool daily to manage projects, including resource management, forecasting, budget control and billingWhat Are We Looking ForAbility to speak both English and German to business level and deliver projects in both languages5+ years experience of project management with experience focussed on delivering technology or software projectsExperience in customer-facing roles, particularly in a consultancy or Professional Services environmentDemonstrated ability to manage large, complex projects and multiple engagements simultaneouslyExceptional leadership skillsAdvanced organisation capabilities and proactive approachStrong strategic and analytical thinkingGood interpersonal skills and the ability to collaborate with both customers and internal teamsBachelor’s degreeAbility and willingness to travel up to 20%Preferred SkillsAbility to excel under pressure in a fast-paced, dynamic environmentPrevious commercial experience of working within Professional Services, particularly working with Statement of Works (SOWs) and different Professional Services contract types from Fixed Fee to Time and Materials and the commercial nuances of how they impact delivery approachRelevant certifications in project management (e.g., PMP, PRINCE2, Scrum, Agile Practitioner and SAFe) are highly desirableExperience of using Asana and CertiniaA third language capabilityThe Intelligent Heart Of Customer ExperienceZendesk 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 peopleandplaces@zendesk.com with your specific accommodation request.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionBusiness Development and SalesIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at Zendesk by 2xGet notified about new Senior Engagement Manager jobs in Dublin, County Dublin, Ireland.Senior Engagement Manager - Professional Services (d/f/m)Dublin, County Dublin, Ireland 1 week agoSenior Program Manager, Customer SuccessDublin, County Dublin, Ireland 6 days agoDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 5 days agoCustomer Success Strategy and Operations ManagerDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 2 weeks agoSenior Customer Success Manager Learning (Greek Speaking)Dublin, County Dublin, Ireland 3 days agoStrategic Communications & Engagement Manager Assistant PrincipalDublin, County Dublin, Ireland 4 days agoStrategic Communications & Engagement ManagerDublin, County Dublin, Ireland 2 months agoStrategic Customer Success Manager, High TouchDublin, County Dublin, Ireland 1 week agoSecurities Services - Customer Success Manager - Vice PresidentDublin, County Dublin, Ireland 2 weeks agoCustomer Success Manager - Spanish speakerDublin, County Dublin, Ireland 2 weeks agoBusiness Projects – Senior Business Analyst/Project ManagerDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 2 days agoCustomer Success Manager, Integration/ Automation Solutions - Arabic SpeakingDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 4 weeks agoDublin 4, County Dublin, Ireland 6 days agoDublin, County Dublin, Ireland 2 months agoDublin, County Dublin, Ireland 2 months agoDublin, County Dublin, Ireland 6 days agoGrade VIII NIIS Business Lead Senior Project Manager National Immunisation Information System NIIS TT2725Dublin, County Dublin, Ireland 3 weeks agoCustomer Success Manager - Dublin, IrelandDublin, County Dublin, Ireland 1 week agoCustomer Success Manager - Nordics speakerDublin, County Dublin, Ireland 2 weeks agoCustomer Success Manager, API/ Integration Solutions - Italian SpeakingDublin, County Dublin, Ireland 19 hours agoDublin, County Dublin, Ireland 5 hours agoDublin, County Dublin, Ireland 3 days agoEngagement Manager, Aircraft Investment AdvisoryDublin, County Dublin, Ireland 1 month agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 2 months agoCustomer Success Manager - Italian and Spanish speakingDublin, County Dublin, Ireland 2 weeks agoWe’re unlocking community knowledge in a new way. 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