Senior Technical Account Manager

The Senior Technical Account Manager (Sr. TAM) serves as a strategic advisor and technical leader for Zendesk's most complex enterprise customers. As a Sr. TAM, you will leverage deep technical expertise and business acumen to drive transformational outcomes for clients while providing mentorship to the broader TAM organization. You'll focus on designing and implementing sophisticated customer experience strategies that deliver exceptional value, innovation, and measurable business impact across enterprise-scale implementations.The Senior Technical Account Manager will join a collaborative team dedicated to delivering exceptional customer outcomes while continually raising the bar for technical excellence. This role offers significant opportunities for professional growth, impact on enterprise customers, and influence on Zendesk's strategic direction.***Core Responsibilities**- **Serve as the technical strategist who provides deep proactive technical expertise and acts as an advisor to create, maintain, and execute the customer's technical strategy roadmap, establishing trusted relationships from administrator to C-level executives**- **Lead the development of comprehensive technical strategies that align with clients' long-term business objectives and industry trends**- **Architect and document complex customer CX ecosystems, including multi-brand implementations, workflows, integrations, and technical architecture**- **Create and execute transformational Customer Technical Roadmaps with measurable business outcomes and ROI frameworks**- **Lead executive-level operational reviews, value playbacks, and strategic planning sessions that demonstrate business impact**- **Orchestrate and optimize the deployment of Zendesk resources (Premier Support, Professional Services, Product Managers) across multiple implementations**- **Design and implement proactive critical issue mitigation strategies with measurable success metrics**- **Serve as a strategic advocate for customer needs with product teams, influencing future product development priorities**- **Mentor junior TAMs and contribute to the development of best practices, methodologies, and delivery excellence standards**- **Identify opportunities to scale solutions across multiple customers while maintaining unique value propositions****Required 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****Key Competencies****Strategic Leadership & Vision**- **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****Business Impact & Outcome Creation**- **Establish and measure quantifiable ROI frameworks that demonstrate clear business value to executive stakeholders**- **Elevate customer relationships from technical implementation to strategic business partnership**- **Connect technical capabilities to industry trends that position clients to capitalize on emerging market opportunities**- **Build consensus among diverse stakeholders with competing priorities around unified technical visions**- **Develop scalable solutions that address common challenges across the customer portfolio**- **Transform technical implementations into enterprise-wide change initiatives with measurable business outcomes****Enterprise Influence & Leadership**- **Ability to clearly and effectively communicate technical information to both technical and non-technic