Technical Account Manager

4 semanas atrás

São Paulo, São Paulo, Brasil Zendesk Tempo inteiro
Overview

Technical Account Manager at Zendesk — join to apply for this role and help customers maximize Zendesk value.

Responsibilities
  • Establish relationships across CX teams, collaborating with Success, Sales and Premier Enterprise teams and with customers at all levels.
  • Document the customer's CX ecosystem (use-cases, workflows, Zendesk configuration, integrations, apps, overall architecture, and how the customer uses Zendesk and other tools to run their Customer Experience).
  • Provide consultation, demos, and standard processes on Zendesk product capabilities for quick wins.
  • Own the Premier Enterprise offering, lead adoption and expansion of the solution, and deliver a Customer Technical Roadmap with actions and improvements aligned to short-, medium-, and long-term plans.
  • Lead TAM operational reviews: weekly client meetings and monthly value playback, with input to QBR/EBR with Zendesk and client teams.
  • Coordinate Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) for current and future implementations.
  • Collaborate with Premier Support and customer support teams to ensure a robust plan for quick resolution of critical issues.
  • Act as the voice of the customer with Zendesk product teams to accelerate feature requests and proactively engage with product teams to address customer needs.
  • Collaborate with other TAMs and Zendesk teams to drive continuous improvement and global delivery excellence.
Required Qualifications
  • 10+ years of technical experience, with at least 6 years in Enterprise environments.
  • Demonstrated success delivering measurable business outcomes through technical leadership.
  • Extensive experience in service management, operational support, and customer experience transformation in SaaS environments.
  • Proven track record as a trusted technical adviser at the executive level in Enterprise settings.
  • Excellence in leading cross-functional initiatives in matrix environments.
  • Superior communication and presentation skills for effectively engaging all organizational levels.
  • Expert understanding of SaaS architectures, API ecosystems, and complex workflow design.
  • Demonstrated ability to develop creative solutions to business-critical technical challenges.
  • Deep understanding of multiple industry verticals and their CX requirements.
  • Experience mentoring technical teams and developing technical account management best practices.
  • Advanced knowledge of Zendesk products with proven experience architecting and optimizing Zendesk environments is a plus.
Language Requirements
  • Proficient in English (required) — strong written and verbal communication skills.
  • Knowledge of Spanish is a plus.
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Sales and Business Development
  • Industries: Software Development
Where We Work

Zendesk supports a hybrid work environment with options for in-office and remote work. We promote work-life balance, flexible hours, and remote work where possible, along with comprehensive benefits and parental leave programs.

Equal Opportunity Employment

Zendesk is an equal opportunity employer. We are committed to fostering a diverse, inclusive workforce. Employment decisions are made without regard to race, color, religion, national origin, age, sex, gender identity, gender expression, sexual orientation, marital status, medical condition, disability, military or veteran status, or any other characteristic protected by applicable law. We are AA/EEO/Veterans/Disabled.

If you are based in the United States and would like more information about EEO rights under the law, please contact us as described in our official postings.

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