We are seeking a highly motivated and skilled Engagement Manager to join our team. The Engagement Manager will be responsible for building and maintaining strong client relationships, ensuring the successful delivery of our services, and driving customer satisfaction and loyalty. This role is crucial in linking our clients with our internal teams to deliver outstanding results.
Key Responsibilities:
- Act as the primary point of contact for clients, managing their expectations and ensuring they receive a high level of service.
- Develop and maintain strong relationships with client stakeholders, understanding their business needs and challenges.
- Coordinate internal resources and teams to deliver projects on time, within agreed upon scope and within budget.
- Collaborate with cross-functional teams, including sales, product development, and implementation teams, to define project scope, objectives, and deliverables.
- Develop and maintain project plans, timelines, and budgets, tracking progress and providing regular updates to clients and internal stakeholders.
- Maintain project profitability at the project and portfolio levels.
- Identify and grow opportunities and collaborate with sales teams to ensure growth attainment.
- Identify and mitigate risks and issues that may impact project success, proactively addressing client concerns.
- Assist with challenging client requests or issue escalations as needed.
- Drive continuous improvement initiatives to enhance client engagement processes and methodologies, contributing to overall organizational effectiveness and efficiency.
- Stay informed about industry trends, best practices, and emerging technologies, leveraging this knowledge to provide strategic guidance and value-added services to clients.
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Qualifications:
- Bachelors degree in Business Administration, Management, or a related field.
- 3 - 5 years of proven working experience as an Engagement Manager, Project Manager, or a similar role.
- Strong working knowledge of project management tools and methodologies.
- Excellent client-facing and internal communication skills.
- Strong written and verbal communication skills.
- Solid organizational skills including attention to detail and multitasking abilities.
- Strong problem-solving skills and the ability to think strategically and analytically.
- Contracting experience and firm grasp on financial impacts of deal construction.
- Ability and willingness to travel up to 25%
Preferred Skills:
- PMP / PRINCE II certification is a plus.
- Experience in the SaaS implementations is highly desirable.
- Ability to excel under pressure in a fast-paced, dynamic environment.
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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 $83,000.00-$125,000.00. 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.
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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.
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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.