Engagement Manager

Location: Remote, Maryland, United States of America

Requisition : R33638

Position Type: Full time

As an Engagement Manager you serve as a reliable presence for customers, gathering business requirements and designing solutions that align with their needs. You excel in implementing solutions based on customer specifications while effectively collaborating with stakeholders.

• 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 the pre‑sales process to support Services booking 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 cross‑sell.
• Collaborate effectively across cross‑functional teams including Advocacy, Customer Success, Sales, Product Management, and Engineering 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.

• Previous experience delivering support, project management, and/or consulting services to enterprise‑level customers.
• Experience working in contact center environments and/or AWS Connect.
• Strong written and verbal communication in English and facilitation skills.
• Experience managing or leading/coordinating technical teams that consistently meet or exceed business and customer requirements.
• Hands‑on experience building relationships and presenting to C‑suite executives.
• PMP or other relevant project management certification preferred.
• Coaching mentality focused on nurturing and developing a goal‑oriented team.
• 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 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.

The US annualized base salary range for this position is $86,000.00–$. The compensation may include bonus, benefits, or related incentives.

Equal Opportunity Employer Statement: Zendesk is an equal opportunity employer. All individuals are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status.