Engagement Manager

Engagement Manager

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:

• English speaking

• 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

• Leadership skills 

• 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

• Bachelor’s degree

• Ability and willingness to travel up to 20% of the time to our London or Dublin office and to visit customers on-site. 

• 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

• Experience of using Asana and Certinia
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