Job Description

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.

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.

Qualifications:

• Bachelor’s 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.

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.

• Ability to communicate in Mandarin

#LI-ESKD

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

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.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

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.