Senior Engagement Manager, Zendesk

• Excellent client management instincts and abilities and Executive-level presence
• Strong written and verbal communications skills and experience in facilitation
• Some experience with RESTful and JSON API implementation
• Knowledge of HTML, XML, JavaScript and CSS
• 6-8 years experience delivering support and/or consulting services, preferably involvement in selling services
• Project management experience (SOWs, contract management, risk management, staffing)
• 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 40%

• Become proficient in customer support workflows and Zendesk’s business applications and services offerings. Apply this knowledge to Zendesk customer business needs to craft high value services engagements
• Support our Sales team with a focus on large enterprise customers. Lead the development of services proposals, statements of work, and contract negotiations
• Run partner resources from assignment to completion to ensure the customer has a positive Zendesk experience
• Work with external partner resources to ensure delivery methodologies are consistent with the Zendesk principles
• Manage executive level client relationships and provide team oversight during the delivery of services engagements
• Support account management team with minor customization requests from strategic accounts
• Manage internal customer migrations using internal tools
• Contribute to practice development initiatives through the development of service offerings, best practices, methodologies, and other intellectual capital
• Team effectively with other parts of the organization, including Support and Product Management to address and resolve customer issues
• Collaborate with Zendesk partners during the sales process and in delivering joint customer engagements

• We know that great work comes from our people, not a place. That’s why we’ve adapted new ways to work together—even when we’re apart. And with our home-office stipend, we cover the costs to bring the office equipment to you
• Work should have perks. That’s why we offer plenty of PTO for full-time employees. And with generous retirement and stock options, at least 16 weeks of maternity/paternity leave, disability, and life insurance, we’ve got you covered for whatever else life throws your way
• Nurture your skills or take on a new challenge—we’re happy to reimburse full-time employees who attend professional conferences or take courses to develop skills within their careers. You learn. We pay. Nice
• Work from home opportunities

Total funding: $85.5m

Zendesk builds support, sales and customer engagement software. The company was founded in 2006 when its founders set out to create a user friendly, centralised and intuitive system for delivering customer service. The business has since grown considerably, and today Zendesk has over 3000 employees working across 20 global offices, supporting businesses including Uber, Tesco and the NHS.