Envoy Studios, INC Engagement Manager Remote · Full time
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As an engagement manager, you will help clients achieve the best customer experiences with Zendesk.

About Envoy Studios, INC

Envoy is a professional services firm specializing in next generation customer experience. Our partner eco-system currently includes Zendesk, Gong, Ultimate.ai, and Ada and we will continually evolve our offering. Our company culture is built on trust and a human-centered approach to everything we do. With a fully remote workforce, our strong employee-first culture is what helps us delight customers, have an engaged team, and accelerate our growth.

Description

Who you are and what you’ll work on:

You are passionate about the customer experience. As an engagement manager, you will help clients achieve the best customer experiences with Zendesk. By listening carefully to what the client’s specific needs are, you will partner and help them to deliver the best customer support for their organization.


You’re strategic and have technical expertise. You’ll make recommendations based on what you’ve seen work, and you’ll define, document and execute the right technical solution for your client’s needs. As the functional and technical project lead, you will be responsible for documenting the technical and functional components of customer engagement and will be an integral part of the client’s overall experience.


Responsibilities:

  • Understanding, documenting, and implementing functional and business requirements from the client
  • Managing project plans, deliverables, schedules and milestones within scoped time and budget 
  • Leading and engaging in 6+ projects and customers at one time
  • Provide frequent status updates to client
  • Resource planning and updates to PSA tool to ensure balanced allocation of resources
  • Preparation and facilitation of Steering Committee and senior stakeholder meetings
  • Provide input into project process and templates
  • Performing early issue identification, communication, and resolution for complex issues related to the project delivery
  • Responding to high-profile, high-impact customer escalations in a fashion that inspires confidence and continued customer loyalty




Requirements

Bachelor's degree and 3-5+ years of experience leading software implementations

Excellent project management skills coupled with strong consultative abilities

Ability to deliver consulting onsite & remotely

Highly motivated communicator capable of managing multiple tasks and projects in a fast-paced environment

Ability to regularly achieve utilization target

Thorough understanding of support processes and infrastructure

High emotional literacy and ability to interface at a senior level with ease

Excellent communication, interpersonal skills, and eloquent writing skills

Passionate about customer service and how it can transform businesses

Strong organizational skills and an ability to multitask without getting frazzled

Willing and able to travel domestically/internationally (10%)

Nice to have:

PMP

Experience with various architectures (Web, Enterprise, SaaS) and methodologies

Experience on Zendesk configuration, App Framework, and related SSO capabilities

Apply for Engagement Manager