Senior Customer Experience Consultant

Technical Account Managers play a pivotal role in fostering extraordinary relationships with our clients. They partner with agents, admins, IT teams, CX Directors and Executives to craft and implement strategies that drive innovation and transformation, enabling clients to deliver exceptional customer experiences (CX).

The primary focus of Technical Account Managers is not on development or implementation but rather on collaborating with clients' teams to provide methodologies for successful implementation and suggest workarounds for limitations. This involves understanding a client's business strategy, working closely with Zendesk Success and Account Executives, and delving into how clients utilize our product, focusing on overall use cases, configurations, integrations, and apps.

Key Responsibilities include:

• Establishing relationships across all CX teams internally by collaborating closely with Success, Sales, and Premier Enterprise teams, as well as externally at all levels.
• Documenting the client's CX ecosystem, including use cases, workflows, Zendesk configuration, integrations, apps, overall architecture, legal and compliance requirements, and how the client utilizes Zendesk and other tools to run their Customer Experience.
• Providing consultation, demos, and standard processes on Zendesk product capabilities for quick wins.
• As owner of the Premier Enterprise offering, leading the adoption and expansion of the solution: The Technical Account Manager collaborates with Premier Enterprise and account teams to deliver and lead a Customer Technical Roadmap, sharing actions and breakthroughs with the client based on short, medium, and long-term agreed improvement plans.
• Conducting 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.
• Orchestrating the use of Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in existing and future implementations.
• Working closely with Premier Support teams and customer support teams to ensure there is a robust critical issue plan for quick resolution if issues arise.
• Acting as the voice of the client with Zendesk product teams, accelerating the turnaround time to address needed feature requests, facilitating proactive product team customer engagement, and anticipating features that meet the needs of individual clients.
• Collaborating with other Technical Account Managers and wider teams within Zendesk 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 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.

Benefits

• Competitive pay
• Benefits
• Appealing offices