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

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