Engagement Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Zendesk

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

☁️ SaaS

🤝 B2B

💰 Grant on 2019-09

SaaS • B2B • Customer Support

Zendesk is a company that provides a comprehensive suite of customer service and sales solutions. Their offerings include messaging, live chat, AI-driven automation, data privacy and protection, and an agent workspace, all designed to enhance customer experience and support operations. Their platform is designed to be flexible and scalable, catering to businesses of all sizes, including small enterprises, startups, and large corporations. Zendesk emphasizes the importance of integrated workflows and personalized customer interactions, leveraging customer data and AI to improve service efficiency. Additionally, they provide professional services, resources for training, and a strong emphasis on diversity, inclusion, and sustainability.

📋 Description

• Own onboarding and end-to-end implementation for newly signed customers, delivering projects on time, on scope, and with measurable business outcomes. • Run project kickoffs, trainings, and workshops to align stakeholders on goals, success metrics, and adoption plans. • Develop and maintain detailed project plans, timelines, milestones, and RACI for both client and internal stakeholders. • Serve as the primary client contact during delivery — provide regular status updates, manage expectations, and resolve escalations. • Coordinate cross-functional teams (Engineering, Product, Sales, Customer Success, Professional Services) to remove blockers and drive delivery. • Identify and mitigate risks, manage dependencies and scope changes, and escalate critical issues to resolution. • Track and report project KPIs (time-to-value, adoption metrics, milestones met) and lead post-implementation reviews to identify improvements. • Act as a trusted advisor — recommend best practices, integrations, and configurations that maximize customer ROI and product adoption.

🎯 Requirements

• 5+ years’ experience in customer-facing implementations, program/engagement management, or customer success in a SaaS environment. • Demonstrated ability to manage multiple concurrent projects and stakeholders in a fast-paced environment while maintaining attention to detail. • Strong communicator who builds trust with customers and internal teams; comfortable presenting to technical and executive audiences. • Technical fluency with APIs, integrations, and common software architecture concepts to coordinate engineering work. • Solid project management skills and familiarity with tools such as Jira, Asana, or MS Project; experience with Agile or hybrid delivery methods. • Customer-focused mindset with strong problem-solving, de-escalation, and stakeholder management skills. • Experience measuring adoption and business outcomes and using data to drive post-implementation improvements. • Bachelor’s degree in Business, Computer Science, Information Technology, or equivalent practical experience. • Proven track record owning end-to-end implementation lifecycles and coordinating cross-functional teams. • Strong written and verbal communication skills; experience interfacing with both technical and executive stakeholders.

🏖️ Benefits

• Flexible working hours • Professional development opportunities