Senior Technical Account Manager

Job Description

What we're looking for

We are on the lookout for an adept Senior Technical Account Manager (Sr. TAM) to join our team and advance our engagement quality and service capabilities. The chosen candidate will spearhead strategies to innovate and revolutionize how our customers interact with and experience Zendesk, directly impacting their overall Customer Experience (CX) and Employee Experience (EX) transformation journey(s). They will be a leader amongst the team and work with their peers and management to define goals and outcomes that will win our clients’ business again and again. They will work with a demanding set of strategic clients who depend on Zendesk’s partnership to successfully operate critical business functions and ensure that they have what they need to be successful.

What you'll be doing

We are looking for a Sr. Technical Account Manager in our enterprise segment to support a wide array of enterprise customers. This is not a sales role, but rather an opportunity to be the principal technical advisor and ‘voice of the customer’ for our enterprise customers.

As a Sr. TAM, you will help craft and execute strategies that help our customers innovate and transform using Zendesk. Your technical expertise and customer-facing skills will enable you to represent Zendesk within a customer’s environment. You will drive discussions with senior leadership regarding incidents, trade-offs and risk management. You will provide advocacy and strategic technical direction to help plan and build solutions using standard methodologies. You will enthusiastically keep your customers’ Zendesk environments operationally healthy. The close relationships developed with your customers will empower you to understand their business/operational needs and technical challenges, as well as helping them achieve the greatest value from Zendesk.

Responsibilities

• Own and drive the technical relationship with our customers

• Collaborate with customers to develop and drive technical roadmap, drive outcomes, and report on progress

• Act as the primary technical lead between our customers and Zendesk

• Become proficient in customer support workflows and Zendesk’s business applications and services offerings.

• Collaborate with Zendesk Sales and CX teams during the customer lifecycle and in delivering joint customer engagements

• Handle executive level client relationships and proactively anticipate customer needs

• Communicate effectively; coordinate and balance priorities; solve problems and make decisions; build teams and relationships

• Actively mentor and coach new hires, existing team members and others looking to join the team or organization.

What you bring to the role

Requirements:

• 10+ years of technical experience managing complex customer environments, with at least 5 of those in an Enterprise environment

• External enterprise customer-facing experience as a technical lead with a solid understanding of how various systems interact with each other

• Knowledge of SaaS implementations, API use cases and development, and logic-based workflows

• Knowledge in services, operational support, customer relationship management and business development

• Excel in a collaborative / matrix environment

• Excellent communication and presentation skills, including the ability to interact, communicate and build relationships with all levels of personnel from administrators to CxO levels.

• Advanced functional knowledge of Zendesk’s products, as well as complementary tools and solutions that extend the value of the platform

• Leads by example, coaching and educating others beyond the status quo of the daily TAM role

Necessary Skills: 

• Relationship Building

• Problem-solving

• Ability to teach/mentor

• Dependability

• Integrity

• Decisiveness

• Authenticity & Self-Awareness

• Open-Mindedness & Creativity

• Strategic Thinking

• Flexibility

• Continuous Improvement

• Escalation management

Recommended Skills:

Complete the following training and related certification(s):

• Support Admin Cert, Zendesk Talk Specialist, Zendesk Chat Specialist, Guide, Explore, and Sunco

• Project Management Certification

• Discovery & Solution Design Mastery

• Ability to routinely produce ROI Case Studies

• Drives efficiency & collaboration on the team

#LI-DT2

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.

The US annualized base salary range for this position is $134,000.00-$200,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.