Technical Account Manager

Job Description

Our Technical Account Managers (TAM) become an extension of our customers through crafting and implementing strategies that mean our clients can innovate and transform allowing them to provide outstanding customer experience (CX). They partner with agents, admins, IT teams, CX Directors and Executives because our TAMs believe that extraordinary relationships mean outstanding value from Zendesk.

The TAM role is not to develop or perform implementations, but to work with the client's team to guide and provide methodologies for implementation and to suggest workarounds to limitations. Starting by understanding a customer's business strategy, working alongside our excellent Zendesk Success and Account Executives, TAMs dig deep into how our clients use our product focusing on overall use-cases, looking into configurations, integrations and apps.

Responsabilities:

• Establish relationships across all CX teams: Internally by closely collaborating with Success, Sales and Premier Enterprise teams and externally at all levels.

• Document the customer's CX ecosystem (use-cases, workflows, Zendesk configuration, integrations, apps, overall architecture, legal and compliance requirements 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

• As owner of the Premier Enterprise offering, lead the adoption and expansion of the solution: The TAM, working collaboratively with Premier Enterprise and account teams, will deliver and lead a Customer Technical Roadmap to share actions and breakthroughs with the customer based on short, medium and long term agreed improvement plans

• TAM Operational reviews: Weekly meetings with clients and monthly value playback alongside subject-specific meetings and input to QBR/EBR with Zendesk and client team members

• Orchestrate the use of the Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in existing and future implementations

• Work closely with Premier Support teams and customer support teams to ensure there is a robust critical issue plan for quick resolution if things go wrong

• Act as the voice of the customer with Zendesk product teams, accelerating the turnaround time to get answers on needed feature requests, in addition to facilitating proactive product team customer engagement and anticipating features that meet the needs of the individual customer

• Collaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focusing on 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 advisor 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 innovation in developing creative solutions to business-critical technical challenges

• Deep understanding of multiple industry verticals and their specific CX requirements

• Experience mentoring technical teams and developing technical account management best practices

• Advanced knowledge of Zendesk products with proven experience architecting and optimizing complex Zendesk environments is a plus

Language Requirements

• Proficient in English (required) – strong written and verbal communication skills.

• Knowledge of Spanish is a plus.

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.

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.