Vaga de Engagement Manager
1 vaga: | Publicada em 10/05
- A Combinar
Sobre a vaga
Job Description
Our Engagement Managers are the calm, consistent customer force that gather
customer business requirements and design a solution that meets their needs. They
flawlessly follow our Zendesk Services methodology, encouraging utmost confidence
along the way.
This highly versatile position is responsible for the creation of the project
plan, configuration of a customers Zendesk environment as well as transferring
knowledge of the customers vision, goals, and completed project information both
internally and amongst the customers project team. The Project Manager will also
complete project achievements, document and prescribe the customers success plan,
and assist in leading the go-live phase of the customer.
Responsibilities:
Conduct high value service engagements creating a solid project plan aligned with
business and technical requirements. Ensure that deliverables are completed on
schedule and outcomes are achieved as agreed.
Become proficient in customer relationship management practice and get to know the
Zendesk platform in depth. Apply best practices for workflow configuration and
customer service operation to meet the business needs of Zendesk customers.
Manage leadership level client communication, as the project governance regarding
documentation, resource allocation, project status, and risk management.
Provide team oversight during the delivery of services engagements, coordinating
activities of technical and functional roles in the project team.
Team effectively with other parts of the organization, including the Account team,
Advocacy, and Product Management to address and resolve customer issues.
Collaborate with Zendesk partners in delivering joint customer engagements to
ensure delivery methodologies are consistent with the Zendesk principles.
Contribute to practice development initiatives through the development of service
offerings, methodologies, and other intellectual capital.
Requirements:
Languages:
fluency in Brazilian Portuguese, English, and Spanish.
7+ years experience delivering support and/or consulting services
Solid project management experience
Ability to manage several projects and customers at one time
Experience with enterprise-scale software solution implementations
Ability to interpret and execute SOW clauses, maintain resources utilization
according to project budget and timeline
Excellent client management abilities and leadership-level presence
Strong written and verbal communications skills and experience in facilitation
Experience with RESTful and JSON API implementation, HTML, XML, JavaScript and CSS
Experience selling and/or delivering support services, or experience with products
and/or processes related to customer support groups
Ability and willingness to travel up to 20%
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.
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. We advocate for digital first customer experiencesand we stick with it
in our workplace. Over 5,000 employees worldwide are collaborating from kitchen
tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and were 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.