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Senior Engagement Manager – Zendesk – Mexico City (CDMX) or Mexico State (Estado de Mexico) Key Responsibilities Lead client engagement excellence, serving as primary point of contact for major clients and nurturing long‑term relationships with stakeholders at all levels, including C‑suite executives. Oversee delivery of complex projects from inception to completion, ensuring they meet or exceed client expectations, budget constraints, and quality standards. Actively contribute to refinement and evolution of project delivery methodologies to enhance efficiency and effectiveness across client engagements. Mentor and support development of junior engagement managers and other team members, fostering a culture of continuous improvement and professional growth. Identify potential risks and bottlenecks in project execution, devising and implementing robust solutions to address challenges proactively. Provide strategic oversight and guidance on projects, ensuring alignment with both client objectives and internal goals. Assist in development and refinement of proposals, participating in negotiation of contracts and closure of sales opportunities. Maintain deep understanding of industry trends and advancements to position Zendesk as a leader in the field and provide value‑added recommendations to clients. Work closely with sales, marketing, product development, and other departments to ensure cohesive project execution and client satisfaction. Manage individual projects and portfolios profitably for both internal and external priorities. Qualifications Portuguese and English required; Spanish preferred. Over 5+ years of proven experience in client‑facing roles in a consultancy or professional services environment, with significant leadership responsibilities. Demonstrated ability to manage complex projects and multiple engagements simultaneously. Exceptional leadership skills, with experience mentoring team members and advancing organizational capabilities. Strong strategic and analytical thinking skills. Excellent interpersonal and communication skills, capable of working effectively with both clients and internal teams. Proficiency in project management software and CRM tools. Bachelor's degree in Business, Management, or a related field; Master's degree is a plus. Experience with creation of financial impacts of all contract types (FF, T&M, FFM, FTE, etc). Ability and willingness to travel up to 25%. Where We Work Hybrid – Attend local office part of week; flexible remote part of week. Compensation, benefits, flexible hours, remote options, inclusive culture, diversity and inclusion, community engagement, modern parental leave, supportive workplace experience. Zendesk is an equal‑opportunity employer and we celebrate diversity, equity, and inclusion. We comply with all applicable federal and state laws and provide reasonable accommodations for applicants with disabilities. #J-18808-Ljbffr
