Senior Engagement Manager - Hybrid

Zendesk•Madison, WI

6d•$117,000 - $175,000•Hybrid

About The Position

The Senior Engagement Manager at Zendesk will be pivotal in driving the success of our most complex and high-value client projects. This role requires a balance of leadership, influential communication, and advanced project management skills, with a strong emphasis on strategic thinking and an innovative mindset. The ideal candidate will be an experienced leader capable of steering project teams and client engagements towards achieving exceptional outcomes, while actively contributing to the improvement of our delivery methodologies and mentoring junior team members.

Requirements

Over 5+ years of proven experience in client-facing roles in a consultancy or professional services environment, with significant leadership responsibilities.
Demonstrated ability to manage complex projects and multiple engagements simultaneously.
Exceptional leadership skills, with experience mentoring team members and advancing organizational capabilities.
Strong strategic and analytical thinking skills.
Excellent interpersonal and communication skills, capable of working effectively with both clients and internal teams.
Proficiency in project management software and CRM tools.
Bachelor’s degree in Business, Management, or a related field; Master’s degree is a plus.
Experience with the creation of and financial impacts of all contract types (FF, T&M, FFM, FTE, etc)
Ability and willingness to travel up to 25% (average is 0-10%)
1-2 days a week in office with flexible timing

Nice To Haves

Relevant certifications in project management (e.g., PMP, PRINCE2) are highly desirable.
Experience in the SaaS implementations is highly desirable.
Ability to excel under pressure in a fast-paced, dynamic environment.

Responsibilities

Client Engagement Excellence: Serve as the lead point of contact for major clients, nurturing long-term relationships with stakeholders at all levels, including C-suite executives.
Complex Project Leadership: Oversee the delivery of complex projects from inception through completion, ensuring that they meet or exceed client expectations, budget constraints, and quality standards.
Methodology Enhancement: Actively contribute to the refinement and evolution of project delivery methodologies to enhance efficiency and effectiveness across client engagements.
Team Development and Mentorship: Mentor and support the development of junior engagement managers and other team members, fostering a culture of continuous improvement and professional growth.
Risk Management and Problem Solving: Identify potential risks and bottlenecks in project execution, devising and implementing robust solutions to address these challenges proactively.
Strategic Oversight: Provide strategic oversight and guidance on projects, ensuring alignment with both client objectives and internal goals.
Business Development Support: Assist in the development and refinement of proposals, participating in the negotiation of contracts and the closure of sales opportunities.
Industry Expertise: Maintain a deep understanding of industry trends and advancements to position Zendesk as a leader in the field and to provide value-added recommendations to clients.
Cross-Functional Collaboration: Work closely with sales, marketing, product development, and other departments to ensure cohesive project execution and client satisfaction.
Financial Expertise: Ability to manage individual projects and portfolios profitably for both internal and external priorities.