Zendesk Technical Account Manager

Job DescriptionOur 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) and employee experience. 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, to suggest workarounds to limitations and technical solutions to business problems. 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.This is an hybrid role where you will have the opportunity to work from home and once per week in the office so that you can enjoy our amazing office perks.Why work with us?We are friendly, collaborative, encouraging and still growingOur team thrives helping customers 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 teamsWe believe in long term career growth with phenomenal benefits that support both physical and mental wellbeing.What's the day to day?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 ExperienceProvide consultation, demos and standard processes on Zendesk product capabilities for quick winsAs 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 plansTAM Operational reviews: Weekly meetings with clients and monthly value playback alongside subject-specific meetings and input to QBR/EBR with Zendesk and client team membersOrchestrate the use of the Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in existing and future implementationsWork closely with Premier Support teams and customer support teams to ensure there is a robust critical issue plan for quick resolution if things go wrongAct 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 customerCollaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focusing on global delivery excellenceWhat you bring to the role:Knowledge of the Zendesk product and if possible running Zendesk environments7+ years of technical experience in running sophisticated customer environments, with at least 5 of those in an Enterprise environmentTrue motivation and experience in driving teams to make things happen within the organisation and for customersKnowledge in service management, operational support, customer experience and management and business developmentExternal enterprise customer-facing experience as a technical lead with a proven understanding of how various systems interact with each otherExcel in a collaborative / matrix environmentExcellent communication and presentation skills, including the ability to interact, communicate and establish relationships with all levels of personnel from administrators to CxO levelsKnowledge of SaaS implementations, API use cases and development, and logic-based workflowsExperience in finding alternative solutions through lateral thinking and technical curiosityDeep understanding of at least one industry verticalHybrid: 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.