Senior Customer Experience Advisor

Há 15 horas

Canoas, Rio Grande do Sul, Brasil beBeeTechnicalAccount Tempo inteiro R$180.000 - R$230.000
Technical Account Manager Job

A Technical Account Manager is a key professional at an organization, responsible for establishing and maintaining strong relationships with customers to provide strategic guidance in achieving exceptional customer experiences.

This role involves working closely with various teams to understand customers' business strategies and identify opportunities for growth. The TAM will develop customized plans to address specific customer needs by leveraging their expertise in service management, operational support, and customer experience transformation.

Key Responsibilities:

  • Establish and maintain strong relationships across all CX teams, both internally and externally.
  • Document the customer's CX ecosystem, including use-cases, workflows, configuration, integrations, apps, and overall architecture.
  • Provide consultation, demos, and standard processes on product capabilities for quick wins.
  • Lead the adoption and expansion of Premier Enterprise offerings, working collaboratively with Premier Enterprise and account teams to deliver and lead Customer Technical Roadmaps.
  • Conduct weekly meetings with clients and monthly value playback alongside subject-specific meetings and input to QBR/EBR with Zendesk team members.
  • Orchestrate the use of resources involved in existing and future implementations.
  • Work closely with Premier Support teams and customer support teams to ensure robust critical issue plans for quick resolution if things go wrong.
  • Act as the voice of the customer with product teams, accelerating turnaround time to get answers on needed feature requests, and facilitating proactive product team customer engagement and anticipating features that meet individual customer needs.
  • Collaborate with other TAMs and wider teams within the organization to ensure continuous improvement and focusing on global delivery excellence.

Required Skills and 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 products with proven experience architecting and optimizing complex environments is a plus.

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