Engagement Manager

Job Description
At Zendesk we are looking for a Global Engagement Manager to join our company either working from Portugal or Poland.
As an
Engagement Manager,
you serve as a reliable and steady presence for customers, adeptly gathering their business requirements and designing comprehensive solutions that align with their needs. You excel in implementing these solutions based on customer specifications while effectively collaborating with various stakeholders across the organization.

You are a highly adaptable professional responsible for creating and executing projects based on customer requirements, acting as the primary internal and external contact for the customer's vision and objectives. You have a proven track record of successfully managing project outcomes and driving customer engagement plans, ultimately ensuring exceptional service delivery.

As an agile leader, you possess experience in coaching and are a trusted steward within the community of employees. You embody the Zendesk culture and serve as a role model for collaboration, fostering sustainable innovation that enhances the experiences of both customers and employees.

Please note that in order to succeed in this role you must have previous experience working in CCaS and AWS (Services or Connect) environments.
In This Role You Will

• Serve as the single point of contact for customers throughout the entire lifecycle of complex and transformational opportunities.
• Achieve delivery targets and actively participate in pre-sales process to support Services bookings targets
• Collaborate with customers to understand their business objectives and establish success criteria for engagements, designing high-value service offerings.
• Lead a team in defining and orchestrating implementation plans throughout the customer lifecycle, including onboarding, training, regular check-ins, and providing technical advice and analysis.
• Strive for excellence as a respected manager of a highly impactful team.
• Act as a peer, advisor, mentor, and inspiring leader to colleagues across the organization.
• Oversee project delivery, ensuring adherence to schedules, budgets, and customer experience ratings.
• Attain proficiency in customer support workflows and Zendesk's business applications and service offerings.
• Manage leadership-level client relationships and provide oversight during the entire engagement process.
• Identify opportunities for expansion and / or cross-sell
• Collaborate effectively across cross functional teams including, but not limited to, Advocacy, Customer Success, Sales, Product Management, and Engineering teams to address and resolve customer issues.
• Manage multiple high-stakes projects and customer relationships simultaneously.
• Contribute to best practice initiatives through the development of service offerings, methodologies, and intellectual capital.
• Collaborate with Zendesk partners to deliver joint customer engagements, ensuring consistency with Zendesk principles.
• Oversee partner resources from assignment to completion, ensuring a positive customer experience with Zendesk.

You Must Have

• Previous experience delivering support, project management and/or consulting services to enterprise-level customers.
• Experience working in CCaaS environments and in AWS Services and AWS Connect (Mandatory).
• Strong written and verbal communication in English with experience in facilitation. You will be performing a global role liaising with clients and teams based all over the globe.
• Experience managing or leading/coordinating technical teams that consistently meets or exceeds business and customer requirements.
• Hands on experience in building relationships and presenting to C-suite executives.
• PMP or other relevant project management certification is highly desirable.
• Coaching mentality focused on nurturing and developing a team of goal-oriented individuals.
• Strong leadership skills with the ability to adapt to the needs of others and achieve impact through collaboration.
• Excellent client management instincts and presence at the leadership level.
• Project management experience, including statements of work (SOWs), contract management, risk management, and staffing.
• Familiarity with Agile methodologies and experience working on Agile projects.
• Experience in selling and/or delivering support services, or familiarity with products and processes related to customer support and contact centers.

Our Hybrid Model
We are proud to offer a flexible hybrid work model that empowers our employees to thrive both personally and professionally. With the expectation of coming into the office just once a week, our team enjoys the benefits of in-person collaboration while maintaining the freedom and balance of working remotely. This approach fosters productivity, innovation, and inclusivity, while supporting individual well-being and a healthy work-life balance.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 with your specific accommodation request.