About Us
We are an upbeat and disruptive business taking pride in our work and the impact we have on businesses. We also care tremendously about the way our employees feel about us. It's why they love to work here - check out Glassdoor and see for yourself!
We are a recognised leader in the customer engagement space, we’re growing at nearly 40% YoY, and our solution set continues to evolve, allowing us to support the most ground-breaking, sophisticated and ambitious businesses.
Job Overview
We are looking for a Technical Account Manager (TAM) 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 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.
#LI-LW1
What will you be doing
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 customer experience representative 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
Requirements
10+ years of technical experience in 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.
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.
More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
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 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, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.
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