VP, Project Management
Everway
PMP
Engagement Manager, Zendesk – CCaaS
Zendesk
full-time
Posted on:
Origin: • 🇵🇹 Portugal
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
PMP
About the role
- Serve as the single point of contact for customers throughout the lifecycle of complex and transformational opportunities
- Achieve delivery targets and actively participate in pre-sales to support Services bookings targets
- Collaborate with customers to understand business objectives and establish success criteria, designing high-value service offerings
- Lead a team to define and orchestrate implementation plans including onboarding, training, regular check-ins, and technical advice and analysis
- Act as peer, advisor, mentor, and inspiring leader 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 across cross-functional teams (Advocacy, Customer Success, Sales, Product Management, Engineering) to resolve customer issues
- Manage multiple high-stakes projects and customer relationships simultaneously
- Contribute to best practice initiatives through development of service offerings, methodologies, and intellectual capital
- Collaborate with Zendesk partners to deliver joint customer engagements and oversee partner resources from assignment to completion
Requirements
- Previous experience delivering support and/or consulting services to enterprise-level customers
- Experience working in CCaaS environments and related technologies
- Strong written and verbal communication in English with experience in facilitation
- Experience managing or leading/coordinating technical teams
- 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
- Strong leadership skills with ability to adapt 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 customer support and contact center products and processes
- Must be based in Portugal or Poland (Lisbon, Portugal or Krakow, Poland) and attend local office part of the week
