Senior Technical Account Manager

hace 2 semanas

Ciudad de México, Ciudad de México Zendesk A tiempo completo
Job Overview

We are seeking a highly skilled Senior Technical Account Manager to join our team in Mexico City. As a key member of our enterprise segment, you will be responsible for supporting a wide range of enterprise customers and driving technical relationships to achieve business outcomes.

This is a unique opportunity to be the principal technical advisor and 'voice of the customer' for our enterprise customers. You will work closely with senior leadership to develop and execute strategies that help our customers innovate and transform using Zendesk.

Key Responsibilities
  • 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 technical lead 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
  • Actively mentor and coach new hires, existing team members and others looking to join the team or organization
Requirements
  • Excellent communication skills in Spanish and English is mandatory
  • 10+ years of technical experience 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
  • Advanced functional knowledge of Zendesk's products, as well as complementary tools and solutions that extend the value of the platform
  • Leads by example, coaching and educating others beyond the status quo of the daily TAM role
About Zendesk

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 believe 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.

This role must attend our Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

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).

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