PMO Analyst / Engagement Manager

PMO Analyst / Engagement Manager page is loaded

PMO Analyst / Engagement Manager

Apply remote type Fully Flexible locations Mexico City, Mexico time type Full time posted on Posted Today job requisition id R32071

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 Certinia—ensuring data hygiene, accurate forecasting, and adherence to policies—as 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 :

Bachelor’s 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 you’d 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 we’re 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 peopleandplaces@zendesk.com with your specific accommodation request.

About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

More meaningful moments. Fewer Zoom calls.

What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

Recruitment Scam Alerts

We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@ zendesk.com " email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com

#J-18808-Ljbffr