Senior Technical Account Manager

Job Description

Who we're looking for

We are looking for a Sr. Technical Account Manager 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 Sr. 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 you'll 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 technical lead between our customers and Zendesk
- 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.

What you bring to the role
- ** 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

**Where We Work**:
Being digital first doesn’t mean we’re digital only. In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you 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).

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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

**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