Engagement Manager

Who you are

You are passionate about the customer experience . As an engagement manager, you will help clients achieve the best customer experiences with Zendesk. By listening carefully to what the client’s specific needs are, you will partner and help them to deliver the best customer support for their organization. You’re strategic and have technical expertise.

You’ll make recommendations based on what you’ve seen work, and you’ll define, document and execute the right technical solution for your client’s needs. As the functional and technical project lead, you will be responsible for documenting the technical and functional components of customer engagement and will be an integral part of the client’s overall experience.

Responsibilities

Understanding, documenting, and implementing functional and business requirements from the client Managing project plans, deliverables, schedules and milestones within scoped time and budget Leading and engaging in 6+ projects and customers at one time Provide frequent status updates to client Resource planning and updates to PSA tool to ensure balanced allocation of resources Preparation and facilitation of Steering Committee and senior stakeholder meetings Provide input into project process and templates Performing early issue identification, communication, and resolution for complex issues related to the project delivery Responding to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty Requirements Bachelor's degree and 3-5+ years of experience leading software implementations Excellent project management skills coupled with strong consultative abilities Ability to deliver consulting onsite & remotely Highly motivated communicator capable of managing multiple tasks and projects in a fast-paced environment Ability to regularly achieve utilization target Thorough understanding of support processes and infrastructure High emotional literacy and ability to interface at a senior level with ease Excellent communication, interpersonal skills, and eloquent writing skills Passionate about customer service and how it can transform businesses Strong organizational skills and an ability to multitask without getting frazzled Willing and able to travel domestically/internationally (10%) Nice to have: PMP Experience with various architectures (Web, Enterprise, SaaS) and methodologies Experience on Zendesk configuration, App Framework, and related SSO capabilities