German Speaking Senior Engagement Manager
Core
Lead large-scale, complex customer implementation programmes for Zendesk CX and AI solutions across EMEA, from mobilisation to go-live.
Role type
Senior Engagement Manager (Professional Services)
Builds
Zendesk CX and AI implementations for Commercial to Enterprise customers
Domain
Customer Experience (CX) and Artificial Intelligence (AI) in SaaS
Required skills
Programme management, SaaS implementation leadership, cross-functional team coordination, stakeholder influence, budget and margin control, risk management, commercial contract management, technical fluency in CX/AI solutions, strategic thinking
Preferred skills
Professional Services commercial experience (SOWs, Fixed Fee, T&M), Project Management certifications (PMP, PRINCE2, Scrum, Agile, SAFe), experience with Asana and Certinia, Employee Services implementation experience
Technologies
Zendesk, Asana, Certinia
Responsibilities
Lead complex implementation programmes from mobilisation to go-live; Deliver to customer outcomes and commercial commitments; Coordinate cross-functional teams, partners, and subcontractors; Establish programme governance and manage risks; Act as a connector between Professional Services, Pre-sales, Sales, and Customer Success; Manage stakeholder relationships from SMEs to C-suite; Maintain commercial control over budget, margin, and forecasting; Coach less experienced team members; Support pre-sales scoping and knowledge sharing.
Seniority
Senior, hands-on IC with leadership responsibilities