Technical Account Manager
Zendesk
London, United Kingdom
5d ago

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.

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.

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