Zendesk Professional Services sits within Zendesk’s Customer Experience (CX) 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.The Engagement Manager at Zendesk plays a pivotal part in ensuring the success of our customer implementation projects.The role involves managing customers through implementation projects, particularly customers based in the UK & Ireland.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.Key Responsibilities:Oversee the delivery of implementation projects for Zendesk’s customers, primarily in the UK and Ireland, 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 targetsLead 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 engagementsBe proactive about expanding your knowledge of Zendesk’s product and latest releasesCollaborate 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 billingQualifications:3+ years experience of project management with experience focussed on delivering technology or software projectsExperience in customer-facing roles, particularly in a technology company or Professional Services environmentDemonstrated ability to manage multiple engagements simultaneouslyAdvanced organisation capabilities and proactive approachStrong strategic and analytical thinkingGood interpersonal skills and the ability to collaborate with both customers and internal teamsAbility and willingness to travel up to 20% of the time to our London or Dublin office and to visit customers on-site.Preferred Skills:French language skills to a business competencyAbility 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 Certinia#LI-FC1The 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.About UsZendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.More meaningful moments. Fewer Zoom calls.What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.Recruitment Scam AlertsWe’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@ zendesk.com " email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com
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