PMO Analyst / Engagement Manager
PMO Analyst / Engagement Manager
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Job Description
Job Description
The PMO Analyst/Engagement Manager Global Services role will oversee a portfolio of consultant-led customer projects to drive 80% billable utilization after a three-month ramp aligning closely with consultants technical architects and resource managers to ensure proactive execution of project management tasks. The position is responsible for maintaining projects in Certiniaensuring data hygiene accurate forecasting and adherence to policiesas well as driving best-in-class practices through updated policies processes and methodologies to support our Enterprise customers across all regions.
The Engagement Manager will also be responsible for building and maintaining strong customer relationships ensuring the successful delivery of our services and driving customer satisfaction and loyalty. This role is crucial in linking our clients with our internal teams to deliver outstanding results.
What you will do:
Oversee and manage a portfolio of consultant-led customer projects driving toward a target of 80% billable utilization after an initial three-month ramp period.
Act as the primary point of contact for customers managing expectations and building strong trust-based relationships with customer stakeholders to ensure alignment on project goals and successful delivery.
Collaborate with sales product development technical architects resource managers and other cross-functional teams to define project scope objectives and deliverables.
Coordinate internal resources to deliver projects on time within scope and budget ensuring effective project management and resource allocation.
Develop and maintain detailed project plans timelines budgets and forecasts; track progress and provide regular updates to clients and internal stakeholders.
Maintain project data hygiene by actively managing and updating all project data financial metrics and activities within Certinia ensuring accuracy in forecasting time tracking and compliance with policies.
Monitor project health and delivery progress; proactively identify and mitigate risks and issues escalating as needed to keep projects on track.
Oversee project and portfolio-level profitability working with project teams and management to address financial risks.
Manage challenging customer requests or escalations to resolution ensuring high levels of customer satisfaction and loyalty.
Drive the adoption and ongoing improvement of project management methodologies policies standards and best practices across regions and engagements.
Facilitate seamless handoffs and transitions between sales project delivery and post-engagement teams to ensure a consistent customer experience.
Provide leadership and stakeholders with regular reporting and status updates on project delivery resource utilization and financial performance.
Foster a culture of continuous learning collaboration and knowledge sharing within the engagement team to improve service delivery and customer outcomes.
Ensure compliance with company policies governance standards contractual obligations and industry regulations throughout all project delivery activities.
What you have:
Bachelors degree in Business Project Management Information Technology or related field. PMP PgMP or other relevant project management certifications are a plus.
3-5 years of experience managing customer-facing projects in Professional Services Software/SaaS or technology consulting environments preferably supporting global or enterprise customers.
Proven ability to manage multiple concurrent projects end-to-end including planning execution forecasting issue resolution and on-time/budget delivery.
Hands-on experience with project management and resource planning tools such as Certinia (FinancialForce PSA) Salesforce Asana Jira or equivalents; proficient in Microsoft Office or Google Suite.
Strong interpersonal skills with demonstrated success building and maintaining customer relationships managing expectations and serving as a trusted client liaison.
Experience managing project budgets financial forecasting utilization and profitability metrics.
Excellent verbal and written communication skills able to clearly convey complex project statuses and issues to senior leadership technical teams and customers.
Proactive problem-solving skills with ability to identify analyze and resolve project risks and issues including escalation when required.
Familiarity with project management methodologies (Agile Waterfall etc.) and a commitment to process discipline and continuous improvement.
Experience collaborating closely with internal teams such as Sales Product Finance and Operations to drive project outcomes.
Comfortable navigating ambiguity and shifting priorities within fast-paced environments; adaptable and resilient under pressure.
Experience working with global cross-cultural teams and clients; culturally aware and sensitive to diverse business practices.
Passion for delivering exceptional customer experiences and driving client satisfaction and loyalty.
Ability and willingness to travel up to 20%.
Where We Work
Zendesk is not your average tech company. We have all the stuff youd expect - competitive pay benefits appealing offices snacks and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance from flexible hours to remote work to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.
Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).
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.
The intelligent heart of customer experience
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.
Zendesk is an equal opportunity employer and were proud of our ongoing efforts to foster global diversity equity & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race color religion national origin age sex gender gender identity gender expression sexual orientation marital status medical condition ancestry disability military or veteran status or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application complete any pre-employment testing or otherwise participate in the employee selection process please send an e-mail to with your specific accommodation request.
Required Experience:
Manager
Employment Type
Full-Time
