Senior Engagement Manager

Job Description 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. Key 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. Qualifications: Spanish and English required. Portuguese also as preferred. 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% Where We Work Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcom ... (truncated, view full listing at source)