Technical Account Manager

Job Description

Join our team at Zendesk as a Technical Account Manager and make a significant impact on customer success and the transformation of Customer Experience (CX) for enterprises. We are in search of an individual who is ambitious and highly skilled in building and managing relationships with team members across all levels. In this role, you will have the opportunity to enhance the value our customers receive from Zendesk by implementing strategies to improve their experience.

What you'll be doing
- Establish and maintain relationships with collaborators from CX teams, both within and outside the organization.
- Develop and demonstrate a deep understanding of the customer’s CX landscape, including goals/objectives, industry-specific knowledge, Zendesk workflows, and integration architecture.
- Develop, maintain, and own the "Technical Roadmap" for each customer, leading adoption and expansion of Zendesk solutions.
- Operate as the technical account lead, successfully shepherding the customer through technical discussions.
- Deliver proactive advice, demonstrations, and standard methodologies to optimize Zendesk product capabilities.
- Conduct regular operational reviews to ensure delivery momentum and validate the value of the Premier Enterprise program.
- Orchestrate efforts of Zendesk resources across different functional departments to deliver flawless customer support.
- Serve as a critical bridge between the customer and Zendesk product teams, advocating for customer needs and interpreting the product roadmap to fit their objectives.
- Collaborate with our global Zendesk team to ensure continuous improvement and global delivery excellence.

What you bring to the role
- Excellent communication and presentation skills, capable of interacting with all levels of personnel.
- 5+ years of technical experience managing complex, enterprise-level customer environments.
- Strong sense of accountability and ownership, with a proven ability to drive initiatives forward.
- Customer-focused approach, motivated to comprehend and tackle customer challenges.
- Knowledge in service management, operational support, customer experience, and business development.
- Technical lead experience in enterprise customer-facing roles, with strong understanding of technical concepts and systems integration.
- Experience with Software as a Service (SaaS) environments, ideally in the CX space.
- Ability to excel in a multi-cultural, collaborative matrix environment.
- Ability to travel internationally 10% of the time.

Basic Qualifications:

- Bachelor’s degree in a related field or equivalent experience in the industry.
- Proven track record in a similar role, demonstrating technical competence and customer success.
- Bilingual proficiency in English and Mandarin

Preferred Qualifications:

- An Advanced degree in a technical or business field or equivalent experience is required.
- Certifications in relevant technical areas or project management.

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 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.