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:Â**
- 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 general, cross-cultural teams and clients; culturally awar

📌 PMO Analyst / Engagement Manager (Ciudad de México)
🏢 Zendesk
📍 Ciudad de México