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- Tasks: Lead customer implementation projects, ensuring timely delivery and satisfaction.
- Company: Join Zendesk, a leader in Customer Experience software, transforming how businesses engage with customers.
- Benefits: Enjoy flexible work options, professional growth opportunities, and a vibrant company culture.
- Why this job: Be part of a dynamic team that drives impactful customer solutions and enhances your project management skills.
- Qualifications: 3+ years in project management, preferably in tech; strong communication and problem-solving skills required.
- Other info: Opportunity to travel to London or Dublin and collaborate with diverse teams.
The predicted salary is between 36000 - 60000 £ per year.
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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 critical role in driving the success of our customer implementation projects. This position is responsible for overseeing and guiding customers—especially those located in the UK and Ireland—through every stage of their implementation journey, ensuring smooth project delivery and exceptional customer satisfaction.
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 budget
Act 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 solutions
Strategic oversight: Provide strategic guidance to ensure projects align with both client objectives and Zendesk’s internal goals
Manage individual project profitability with an understanding of internal revenue targets
Lead commercial discussions with customers to expand existing services engagements
Occasionally support pre-sales teams in scoping and shaping future services projects and sharing previous successful engagement experiences
Methodology enhancement: Actively contribute to the evolution of our project delivery methodology to improve efficiency and effectiveness of our customer engagements
Be proactive about expanding your knowledge of Zendesk’s product and latest releases
Collaborate 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 basis
Use Zendesk’s internal Professional Services Automation tool daily to manage projects, including resource management, forecasting, budget control and billing
Qualifications:
3+ years experience of project management with experience focussed on delivering technology or software projects
Experience in customer-facing roles, particularly in a technology company or Professional Services environment
Demonstrated ability to manage multiple engagements simultaneously
Advanced organisation capabilities and proactive approach
Strong strategic and analytical thinking
Good interpersonal skills and the ability to collaborate with both customers and internal teams
Ability 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 competency
Ability to excel under pressure in a fast-paced, dynamic environment
Previous 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 approach
Relevant certifications in project management (e.g., PMP, PRINCE2, Scrum, Agile Practitioner and SAFe) are highly desirable
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Engagement Manager employer: Zendesk
Contact Detail:
Zendesk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engagement Manager
✨Tip Number 1
Familiarise yourself with Zendesk's products and services. Understanding their software inside out will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former Zendesk employees on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Prepare to discuss your project management experiences in detail. Be ready to share specific examples of how you've successfully managed multiple projects, especially in technology or Professional Services environments, as this is crucial for the Engagement Manager role.
✨Tip Number 4
Showcase your problem-solving skills by preparing scenarios where you've identified risks and implemented solutions in past projects. This will highlight your proactive approach and strategic thinking, both of which are key for this position.
We think you need these skills to ace Engagement Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in project management, particularly in technology or software projects. Emphasise your customer-facing roles and any specific achievements that demonstrate your ability to manage multiple engagements.
Craft a Compelling Cover Letter: In your cover letter, address how your skills align with the key responsibilities of the Engagement Manager role. Mention your leadership abilities, problem-solving skills, and experience in enhancing delivery methodologies, as these are crucial for the position.
Showcase Relevant Certifications: If you have any project management certifications like PMP, PRINCE2, or Agile Practitioner, make sure to include them in your application. This will strengthen your candidacy and show your commitment to professional development.
Highlight Interpersonal Skills: Since the role requires strong communication and collaboration skills, provide examples in your application that demonstrate your ability to build relationships with customers and work effectively with internal teams.
How to prepare for a job interview at Zendesk
✨Showcase Your Project Management Skills
Be prepared to discuss your previous project management experiences in detail. Highlight specific projects where you successfully delivered technology or software solutions, focusing on your role in managing timelines, budgets, and team dynamics.
✨Demonstrate Strong Communication Abilities
As an Engagement Manager, communication is key. Practice articulating how you've built relationships with clients and internal teams in the past. Be ready to provide examples of how you’ve navigated challenging conversations or resolved conflicts.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle risks and bottlenecks in project execution. Prepare a few scenarios where you identified potential issues and implemented effective solutions, showcasing your analytical thinking and proactive approach.
✨Familiarise Yourself with Zendesk Products
Make sure you have a solid understanding of Zendesk’s products and recent updates. This knowledge will not only help you answer questions confidently but also demonstrate your enthusiasm for the role and commitment to continuous learning.
