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Engagement Manager

4 meses atrás

São Paulo, São Paulo, Brasil Zendesk Tempo inteiro

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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 customer's Zendesk environment as well as transferring knowledge of the customer's vision, goals, and completed project information both internally and amongst the customer's project team. The Project Manager will also complete project achievements, document and prescribe the customer's 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.

About Zendesk - Champions of Customer Service

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 experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you're collaborating from your home office, a Zendesk workspace, or the kitchen table, you're part of one team at Zendesk.

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