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Senior Technical Account Manager

hace 3 meses

Rancho Víctor Ville, Jalisco, México Zendesk A tiempo completo
Job DescriptionWho We Are Seeking

We are searching for a Senior Technical Account Manager to assist a variety of enterprise customers in our enterprise segment. This role focuses on being the main technical advisor for our customers and understanding their needs.

As a Senior TAM, you will be involved in creating and implementing strategies to help customers innovate and grow using Zendesk. Your technical knowledge and customer interaction skills will allow you to speak on behalf of Zendesk within a customer's environment. You will engage with senior leadership to discuss incidents, trade-offs, and risk management. The relationships you build with customers will help you understand their operational needs, technical challenges, and ensure they get the most out of Zendesk.

Responsibilities
  • Take ownership of and maintain the technical relationship with customers
  • Work closely with customers to develop and implement technical roadmaps, drive results, and track progress
  • Serve as the main technical liaison between customers and Zendesk
  • Become proficient in customer support workflows and Zendesk's applications and services
  • Collaborate with Zendesk Sales and CX teams throughout the customer journey
  • Manage executive-level client relationships and anticipate customer needs proactively
  • Effectively communicate, prioritize tasks, solve issues, make decisions, and build relationships
  • Mentor and coach team members and new hires
Qualifications
  • Must have excellent communication skills in Spanish and English
  • Over 10 years of experience managing complex customer environments, with at least 5 years in an Enterprise setting
  • Experience working directly with enterprise customers as a technical lead
  • Knowledge of SaaS implementations, APIs, logic-based workflows, and business development
  • Proficiency in collaborative environments
  • Strong communication and presentation abilities
  • In-depth understanding of Zendesk products and related solutions
  • Lead by example and educate others beyond typical responsibilities
Work Environment:

Our hybrid work model offers an onsite experience for connection, learning, and collaboration, while allowing remote work flexibility. This role requires weekly in-office presence in Mexico City, scheduled by the manager.

Please note that the position requires physical presence in Mexico City or Mexico State.

Zendesk's software focuses on enriching customer service experiences and is used by numerous renowned brands.

We value diversity, equity, and inclusion in our workplace, fostering a global team dynamic.

Join us in shaping outstanding customer experiences

Zendesk is dedicated to providing equal opportunities and creating an inclusive work environment. All qualified individuals are encouraged to apply.