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Technical Account Manager

hace 2 meses

Veracruz, Veracruz-Llave, México Zendesk, Inc. A tiempo completo
About the Role

We are seeking a highly skilled Technical Account Manager to join our team at Zendesk, Inc. As a Technical Account Manager, you will play a critical role in driving customer success and growth for our enterprise clients.

Key Responsibilities
  1. Establish Strategic Relationships

Develop and maintain strong relationships with our customers' CX teams, including agents, admins, IT teams, CX Directors, and Executives.

Document Customer CX Ecosystems

Work closely with our customers to document their CX ecosystems, including use-cases, workflows, Zendesk configurations, integrations, apps, and overall architecture.

Provide Consultation and Training

Offer consultation, demos, and standard processes on Zendesk product capabilities to help our customers achieve quick wins.

Lead Customer Technical Roadmaps

Collaborate with our Premier Enterprise and account teams to deliver and lead customer technical roadmaps, sharing actions and breakthroughs with our customers based on short, medium, and long-term agreed improvement plans.

Operational Reviews and Issue Resolution

Conduct weekly meetings with clients and monthly value playback, as well as subject-specific meetings and input to QBR/EBR with Zendesk and client team members.

Orchestrate Zendesk Resources

Work closely with our Premier Support teams and customer support teams to ensure a robust critical issue plan for quick resolution if things go wrong.

Customer Advocacy

Act as the voice of the customer with our product teams, accelerating the turnaround time to get answers on needed feature requests, and facilitating proactive product team customer engagement and anticipating features that meet the needs of our individual customers.

Collaboration and Continuous Improvement

Collaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focusing on global delivery excellence.

Requirements
  1. Excellent Communication Skills

Excellent communication skills in Spanish and English are mandatory.

Technical Experience

10+ years of technical experience in running sophisticated customer environments, with at least 5 of those in an Enterprise environment.

Leadership and Motivation

True motivation and experience in driving teams to make things happen within the organization and for customers.

Industry Knowledge

Knowledge in service management, operational support, customer experience, and management, as well as business development.

External Customer-Facing Experience

External enterprise customer-facing experience as a technical lead with a proven understanding of how various systems interact with each other.

Collaboration and Communication

Excel in a collaborative/matrix environment, with excellent communication and presentation skills, including the ability to interact, communicate, and establish relationships with all levels of personnel from administrators to CXO levels.

Technical Knowledge

Knowledge of SaaS implementations, API use cases and development, and logic-based workflows.

Problem-Solving

Experience in finding alternative solutions through lateral thinking and technical curiosity.

Industry Vertical

Deep understanding of at least one industry vertical.

About Zendesk

At Zendesk, we believe in the power of customer service to drive business success. Our software is designed to help companies deliver exceptional customer experiences, and our team is passionate about making a difference in the lives of our customers and their customers.

We're a digital-first company that values flexibility and work-life balance. Our hybrid work model allows you to work from home or our office, depending on your needs and preferences. This role requires regular attendance at our Mexico City office for part of the week.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).