Job Description

Zendesk Professional Services sits within Zendesk’s Customer Experience organisation and is focussed on maximising the impact of Zendesk software for both existing and new customers.

About the Team

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 enhance their use of Zendesk, particularly with AI.

About the role

A Senior Engagement Manager at Zendesk plays a critical role in leading and ensuring the success of our most complex and high-value customer implementation projects. The role involves managing customers through implementation projects, particularly large scale projects across UK&I.

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 products grow and we continuously improve how we deliver with impact.

We are looking for someone who can deliver projects in both English and French.

In this role you will:

Oversee the delivery of implementation projects for Zendesk’s customers 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 customer objectives and Zendesk’s internal goals.
Manage individual project profitability with an understanding of internal revenue targets and a strong commercial awareness to deliver against Zendesk's revenue targets.
Use Zendesk’s internal Professional Services Automation tool daily to manage projects, including resource management, forecasting, budget control and billing.
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 delivery experience.
Methodology enhancement: Actively contribute to the evolution of our project delivery methodology to improve efficiency and effectiveness of our customer engagements.
Mentor and support junior team members, fostering a culture of continuous improvement and professional growth.
Be proactive about expanding your knowledge of Zendesk’s product and latest releases.
Have a strong understanding of CX trends and Zendesk’s position as a market leader.
Be comfortable working with personal utilisation targets and tracking billable time on a weekly basis.

Your Skills and Experience:

Ability to speak both English and French to business level and deliver projects in both languages comfortably.
6+ years experience of project management with experience focussed on delivering technology or software projects
Proven experience in customer-facing roles, particularly in a technology company or Professional Services environment
Demonstrated ability to manage large, complex projects and multiple engagements simultaneously
Comfortable managing project forecasting and managing to a forecast to ensure delivery against planned work
Exceptional leadership skills
Advanced organisation capabilities and proactive approach
High energy individual who can be flexible, enjoys variety in their work and thrives working in an organisation that is growing and changing at pace
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% - this would either be into a Zendesk office or to a customer location
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

Our Flexible working Model.

We embrace a flexible hybrid model, with just one day a week in the office, giving you the perfect balance between collaboration and the freedom of remote work.

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 peopleandplaces@zendesk.com with your specific accommodation request.

Senior Engagement Manager-French Speaking

Job Description