Technical Account Manager
Core
Act as an extension of enterprise clients' teams to guide them in maximizing value from Zendesk solutions through strategic consulting, technical roadmap development, and orchestrating internal resources.
Role type
Senior Technical Account Manager (Enterprise SaaS)
Builds
Customer Technical Roadmaps, operational reviews, and integrated support solutions for enterprise clients
Domain
Customer Experience (CX) / Enterprise SaaS
Deliverable
client delivery
Required skills
Zendesk product expertise, enterprise environment management, service management, SaaS implementation knowledge, API workflow logic, stakeholder leadership, strategic vision, ROI demonstration, industry vertical knowledge
Preferred skills
Creative problem solving, learning agility, forward-thinking technology approach
Technologies
Zendesk suite, APIs, SaaS platforms
Responsibilities
Establish relationships with client administrators and C-level executives; document customer CX/EX ecosystems; develop and lead tailored Customer Technical Roadmaps; conduct regular operational reviews (weekly, monthly, quarterly); orchestrate Zendesk resources for implementations; create critical issue resolution plans; advocate for customer needs with product teams.
Seniority
Senior, hands-on IC with strategic leadership
