Looking for candidates who can join immediately and who are open to working in US shifts Remote, Hybrid (Working Hours IST - 6:30PM - 3:30AM).

PREFERRED Bangalore based candidates.

Role: Engagement Manager

Hire type: Full time

Notice Period: IMMEDIATE

Location: Preferred Bangalore (Open for other locations)

Mode: Remote, Hybrid (Working Hours IST - 6:30PM - 3:30AM)

Years of experience: 8+ years

Role Summary

- PMP Certification (or equivalent certification) with a minimum of 3 years of Project Management / Engagement Management experience.
- Robust Communication Skills: Excellent written and verbal communication skills, with the ability to lead and redirect dynamic, two-way discussions with customers regarding project scope, requirements, and queries.
- Leadership & Stakeholder Management: Ability to lead teams and navigate complex, matrixed organizations involving multiple internal stakeholders, including management, resource managers, partner ecosystems, shared services, services sales, and Solution Architects, each with different priorities.
- Upselling & Business Development: Ability to identify and drive upselling opportunities with executive-level stakeholders, Project Managers, and administrators while acting as a trusted advisor. Proactively identify opportunities arising from misalignment in scope, budget, timelines, or expectations.
- Risk & Escalation Management: Ability to proactively identify risks, prevent escalations, and raise concerns at an early stage. Effectively assess issues and negotiate appropriate mitigation strategies and outcomes.
- Client Relationship Management: Ability to work closely with client executives and dynamically manage escalations and challenging situations.

1. Project Initiation & Setup

- Review Salesforce opportunities, including SOWs, QQs, service notes, and assigned resources captured in the Salesforce account record.
- Identify and assess potential risks arising from discrepancies between project documents.
- Incorporate risk discussions during internal Knowledge Transfers (KT) and establish customer communication and mitigation strategies.
- Conduct internal KT sessions with the Account team (AE, CSM, TAM, and Assist).
- Complete project setup activities, including:
- Clarizen project setup.
- Creation of a dedicated Google Project Folder to store project collateral, including notes, recordings, sign-off emails, and Weekly Status Reports (WSRs).
- Creation of the initial project schedule using Smartsheet, Asana, Google Sheets,



or other relevant tools.
- Creation of an internal Slack channel.
- Scheduling weekly internal delivery team meetings.

- Conduct internal KT sessions with the Delivery team to validate project scope and budgeted hours.
- Conduct introductory calls with the Customer Project Manager, depending on customer and project requirements.
- Schedule, prepare, and conduct project kick-off meetings.
- Establish customer expectations by reviewing:

- Statement of Work (SOW) and key assumptions.
- Cancellation policy.
- Escalation process.
- Change Order process.
- On-hold process.
- WAR projects.
- Weekly Status Report (WSR) contents.

2. Project Planning & Coordination

- Schedule and co-facilitate discovery sessions.
- Facilitate project schedule reviews with Zendesk Delivery and Customer teams.
- Schedule and facilitate weekly project status meetings with the Customer team.
- Schedule and co-create Design Session agendas.
- Distribute meeting agendas to Delivery and Customer teams.
- Ensure meeting notes are documented and distributed, coordinating with the Zendesk Delivery team to determine ownership.
- Track action items and follow-ups in a standard location accessible to internal and external stakeholders.
- Maintain clear communication and alignment across all project stakeholders.

3. Project Tracking & Resource Management

- Maintain Clarizen on a weekly basis.
- Submit and approve timesheets as per policy.
- Validate project start dates, due dates, milestones, and tasks.
- Update resource forecasts and work hours at least four weeks in advance.
- Manage forecasted work-hour changes, including concessions, fixed-fee (FF) uplifts, and work-hour reductions.
- Review monthly invoice reports.
- Resolve customer invoice-related queries as required.
- Request and manage resource assignments.
- Facilitate weekly internal Zendesk Delivery team meetings (or coordinate through Slack when appropriate).
- Review forecasted work hours and escalate resource overallocation to Delivery Managers.
- Review upcoming deliverables and timelines.




- Prepare and distribute Weekly Status Reports to Customer, Zendesk Delivery, and Account teams.
- Review and confirm key project milestones internally and externally.
- Update and publish the project schedule weekly.
- Coordinate project dates with the Zendesk Delivery team.

4. Project Execution & Delivery Management

- Attend and actively participate in Functional and Technical Design Sessions.
- Manage project scope, tasks, action items, dependencies, issues, risks, escalations, and Get-to-Green plans.
- Maintain clear customer expectations throughout the project lifecycle.
- Schedule deliverable review meetings as required, including Functional Design Documents (FDDs) and Technical Design Documents (TDDs).
- Schedule, plan, and conduct Steering Committee (SteerCo) meetings, where applicable.
- Manage changes to project scope, budget, and deliverables through the Change Order process.
- Distribute the Testing Best Practices Overview.
- Schedule and facilitate Testing Overview meetings.
- Distribute the updated Testing Workbook to the Customer Project team.
- Promote Zendesk and proactively identify expansion opportunities, including:
- Increasing project scope.
- Expanding services.
- Maximizing utilization of available Time & Material (T&M;) budgets.

5. Go-Live & Project Closure

- Ensure meeting notes are documented and distributed, coordinating ownership with the Zendesk Delivery team.
- Prepare and update the Cutover Checklist.
- Plan and facilitate Cutover Checklist review meetings with relevant Customer and Zendesk Delivery team members.
- Validate the go-live plan with Customer and Zendesk Delivery teams.
- Schedule and facilitate go-live check-in meetings.
- Ensure meeting notes and follow-up actions are documented and shared.
- Manage and reconcile outstanding project issues.
- Complete the Project Closeout process, including:
- Sending a project closeout email and conducting a closeout meeting, where appropriate.
- Updating and closing the project in Clarizen.
- Updating the Salesforce Success Object, including the CSAT survey.

6. Project Handover & Continuous Improvement

- Conduct internal handover sessions with Account teams (AE, CSM, TAM, PSE) and Delivery teams through Slack or meetings, as appropriate.
- Discuss and highlight potential expansion opportunities.
- Share project lessons learned and participate in retrospective sessions.
- Coordinate retrospectives involving Delivery, Account, and Pre-Sales team

📌 Engagement Manager - Bangalore - US shift (Bengaluru)
🏢 HR CENTRAL
📍 Bengaluru