The Project Manager / Senior Engagement Manager is a Senior PMO Analyst, in Global Services, who leads a complex portfolio of consultant-led customer projects and engagements globally, with a focus on achieving and sustaining high billable utilization targets while maximizing customer value and satisfaction. This role partners strategically with consultants, technical architects, resource managers, sales leadership, and cross-functional stakeholders to ensure excellence in project delivery, financial performance, and customer experience.
As a senior leader within the delivery team, the Senior Engagement Manager drives continuous enhancements in project management practices, governance, and operational processes across multiple regions. This role plays a critical part in shaping customer relationships at enterprise level accounts, anticipating needs, resolving escalations, and ensuring alignment between client objectives and Zendesk’s service delivery capabilities.
What you will do:
Lead and manage a complex portfolio of consultant-led projects, ensuring achievement of billable utilization and financial targets while managing project scope and delivery quality across global enterprise accounts.
Serve as a strategic point of contact for key customer stakeholders, building and nurturing executive-level relationships to ensure alignment with customer business goals.
Collaborate with sales leadership, product development, technical architects, resource managers, and cross-functional teams to define, scope, and prioritize projects, balancing client expectations with organizational capacity.
Drive operational rigor across projects by overseeing resource allocation, execution quality, risk mitigation, budget adherence, and lifecycle management to consistently deliver value on time and within scope.
Oversee the accuracy and completeness of project data, financial metrics, and forecasting within Certinia and related platforms, advocating for transparency and data-driven decision making.
Proactively identify, escalate, and resolve project and portfolio-level risks and escalations to safeguard customer satisfaction and business outcomes.
Influence and contribute to the advancement of project management methodologies, policies, and best practices across regions, enhancing delivery consistency and efficiency.
Lead, mentor, and coach Engagement Managers and project teams to cultivate a high-performing, collaborative, and continuous learning culture.
Partner across Sales, Professional Services leadership, and Customer Success to ensure seamless handoffs throughout the customer lifecycle, facilitating retention and expansion.
Provide senior leadership with timely, insightful reporting on portfolio health, resource utilization, financial performance, and customer feedback to support strategic planning and service improvements.
Ensure full compliance with company policies, governance frameworks, contractual obligations, and applicable regulatory standards throughout all project delivery activities.
What you have:
Bachelor’s degree in Business, Project Management, Information Technology, or related field. PMP, PgMP, or other relevant certifications preferred.
5+ years of progressively responsible experience managing complex, customer-facing projects or portfolios in Professional Services, Software/SaaS, or technology consulting, ideally supporting global or enterprise clients.
Proven capability managing multiple large-scale projects or portfolios end-to-end, consistently delivering on time, within scope, and budget while meeting utilization and profitability goals.
Advanced proficiency with project management and resource planning tools such as Certinia (FinancialForce PSA), Salesforce, Asana, Jira, or equivalents; comfortable with Microsoft Office or Google Suite.
Exceptional stakeholder management experience, with a track record of building trusted executive-level relationships and managing senior client expectations.
Solid experience in financial management, including budgeting, forecasting, utilization analysis, and profitability oversight across multiple projects or accounts.
Excellent communication skills, able to clearly and persuasively present complex project and portfolio information to executives, clients, and internal teams.
Strong strategic thinking and operational problem-solving skills; skilled at risk identification, mitigation planning, and escalation handling.
Deep understanding of project management frameworks (Agile, Waterfall, etc.) and a demonstrated commitment to continuous improvement and operational excellence.
Proven leadership skills in mentoring and developing professional services teams within fast-paced, global environments.
Comfortable managing ambiguity and shifting priorities while fostering a positive, resilient team culture.
Experience working effectively with diverse, global, and culturally varied teams and customers.
Passion for delivering exceptional customer experiences and driving high customer satisfaction and loyalty.
Ability and willingness to travel up to 20% as required.
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The Poland annualized base salary range for this position is zł128,000.00-zł192,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
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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.
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