Technical Account Manager

hace 4 meses

Mexico City Zendesk A tiempo completo
Job Description

Who we're looking for

Our Technical Account Managers (TAM) become an extension of our customers through crafting and implementing strategies that mean our clients can innovate and transform allowing them to provide outstanding customer experience (CX). They partner with agents, admins, IT teams, CX Directors and Executives because our TAMs believe that extraordinary relationships mean outstanding value from Zendesk.

The TAM role is not to develop or perform implementations, but to work with the client’s team to guide and provide methodologies for implementation and to suggest workarounds to limitations. Starting by understanding a customer’s business strategy, working alongside our excellent Zendesk Success and Account Executives, TAMs dig deep into how our clients use our product focusing on overall use-cases, looking into configurations, integrations and apps.

Why work with us?

  • We are friendly, collaborative, encouraging and still growing
  • Our team thrives helping customer adapt, so they can get value from an ever evolving product, in a dynamic market.
  • This role has you in the centre of Zendesk, interacting with all of the different teams
  • We believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing.

What you'll be doing
  • Establish relationships across all CX teams: Internally by closely collaborating with Success, Sales and Premier Enterprise teams and externally at all levels.
  • Document the customer’s CX ecosystem (use-cases, workflows, Zendesk configuration, integrations, apps, overall architecture, legal and compliance requirements and how the customer uses Zendesk and other tools to run their Customer Experience
  • Provide consultation, demos and standard processes on Zendesk product capabilities for quick wins
  • As owner of the Premier Enterprise offering, lead the adoption and expansion of the solution: The TAM, working collaboratively with Premier Enterprise and account teams, will deliver and lead a Customer Technical Roadmap to share actions and breakthroughs with the customer based on short, medium and long term agreed improvement plans
  • TAM Operational reviews: Weekly meetings with clients and monthly value playback alongside subject-specific meetings and input to QBR/EBR with Zendesk and client team members
  • Orchestrate the use of the Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in existing and future implementations
  • Work closely with Premier Support teams and customer support teams to ensure there is a robust critical issue plan for quick resolution if things go wrong
  • Act as the voice of the customer with Zendesk product teams, accelerating the turnaround time to get answers on needed feature requests, in addition to facilitating proactive product team customer engagement and anticipating features that meet the needs of the individual customer
  • Collaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focusing on global delivery excellence

What you bring to the role
  • Excellent communication skills in Spanish and English is mandatory
  • 10+ years of technical experience in running sophisticated customer environments, with at least 5 of those in an Enterprise environment
  • True motivation and experience in driving teams to make things happen within the organisation and for customers
  • Knowledge in service management, operational support, customer experience and management and business development
  • External enterprise customer-facing experience as a technical lead with a proven understanding of how various systems interact with each other
  • Excel in a collaborative / matrix environment
  • Excellent communication and presentation skills, including the ability to interact, communicate and establish relationships with all levels of personnel from administrators to CxO levels
  • Knowledge of SaaS implementations, API use cases and development, and logic-based workflows
  • Experience in finding alternative solutions through lateral thinking and technical curiosity
  • Deep understanding of at least one industry vertical

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.

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