Senior Technical Account Manager

Responsibilities & Qualifications 12+ years of technical experience, with at least 8 years in Enterprise environments* Demonstrated success delivering measurable business outcomes through technical leadership* Extensive experience in service management, operational support, and customer experience transformation in SAAS environments* Proven track record as a trusted technical advisor at the executive level in Enterprise settings* Excellence in leading cross-functional initiatives in matrix environments* Superior communication and presentation skills for effectively engaging all organizational levels* Expert understanding of SaaS architectures, API ecosystems, and complex workflow design* Demonstrated innovation in developing creative solutions to business-critical technical challenges* Deep understanding of multiple industry verticals and their specific CX requirements* Experience mentoring technical teams and developing technical account management best practices* Advanced knowledge of Zendesk products with proven experience architecting and optimizing complex Zendesk environments is a plus* Identify transformational opportunities that reshape how clients leverage technology to deliver exceptional customer experiences* Translate complex business strategies into technical architectures that position clients for future market leadership* Guide clients through comprehensive CX transformations that create sustainable competitive advantages* Design technical architectures that adapt to evolving business needs while maintaining operational excellence* Influence long-term technical strategies that prepare clients for future capabilities and market requirements* Ability to clearly and effectively communicate technical information to both technical and non-technical stakeholders. Strong focus on understanding and anticipating clients needs to build lasting relationships. Proactive in identifying challenges and providing innovative solutions to ensure client success. Experience leading cross-functional teams and influencing stakeholders without direct authority. Skilled at managing client emotions and expectations, and adept at conflict resolution. Ability to juggle multiple priorities and projects efficiently in a fast-paced environment. Comfortable navigating change and managing ambiguity in dynamic situations. Works well with internal teams such as sales, engineering, and support to deliver client value. Ability to understand the client's business goals and align technical solutions accordingly. Capable of negotiating effectively to achieve win-win outcomes for clients and the company. Proficient in English (required) – strong written and verbal communication skills. Knowledge of Portuguese is a plus. Strategic adoption and expansion of Premier Enterprise offerings with measurable business outcomes* Client recognition of TAM as a trusted advisor essential to their business success* Prevention of critical issues through architectural guidance and proactive planning* Influence on product strategy and roadmap based on enterprise customer insights* Mentorship effectiveness and contributions to team knowledge and capabilities* Development of repeatable methodologies that scale across the TAM organization Where We Work Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all. #J-18808-Ljbffr