OverviewZendesk is looking for an experienced German-speaking Technical Account Manager to join our European team and manage our larger German customers.The Technical Account Manager (TAM) becomes an extension of our customers by crafting and implementing strategies that enable clients to innovate and transform, delivering outstanding customer experience (CX) and employee experience. TAMs partner with agents, admins, IT teams, CX Directors and Executives because extraordinary relationships drive outstanding value from Zendesk.The TAM role is not to develop or perform implementations, but to guide and provide methodologies for implementation, suggest workarounds to limitations and provide technical solutions to business problems. Starting with an understanding of a customer’s business strategy, TAMs work with Zendesk Success and Account Executives to explore use-cases, configurations, integrations and apps.This is a hybrid role that allows you to work from home as well as from the office to benefit from our office perks.ResponsibilitiesEstablish relationships across all CX teams internally (Success, Sales and Premier Enterprise) and externally at all levels.Document the customer’s CX ecosystem (use-cases, Zendesk configuration, integrations, apps, overall architecture, 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.Lead the adoption and expansion of the Premier Enterprise offering: collaborate with Premier Enterprise and account teams to deliver a Customer Technical Roadmap with short-, medium- and long-term improvement plans.Conduct TAM operational reviews: weekly client meetings and monthly value playback, plus input to QBR/EBR with Zendesk and client teams.Coordinate Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in current and future implementations.Work with Premier Support and customer support teams to ensure a robust critical-issue plan for quick resolution when needed.Act as the voice of the customer with Zendesk product teams to accelerate feature requests and facilitate proactive product engagement that meets customer needs.Collaborate with other TAMs and Zendesk teams to drive continuous improvement and global delivery excellence.What You Bring To The RoleFluent in German and English (written and spoken).Knowledge of the Zendesk product and, if possible, running Zendesk environments.Solid technical experience in running sophisticated customer environments, with at least 5 years in an Enterprise environment.Motivation and experience in driving teams to deliver results for the organization and customers.Knowledge in service management, operational support, customer experience management, and business development.External enterprise customer-facing experience as a technical lead with understanding of how various systems interact.Ability to thrive in a collaborative/matrix environment.Excellent communication and presentation skills, including the ability to interact with all levels from administrators to CxO levels.Knowledge of SaaS implementations, API use cases and development, and logic-based workflows.Ability to find alternative solutions through lateral thinking and technical curiosity.Deep understanding of at least one industry vertical.Hybrid/work arrangementHybrid: This role offers a hybrid work arrangement, allowing remote work part of the week with in-office presence required at a local Zendesk office. The specific in-office schedule is determined by the hiring manager.About ZendeskZendesk software brings calm to the chaotic world of customer service, powering billions of conversations with brands around the world.Zendesk is committed to a fulfilling and inclusive experience. Our hybrid way of working enables in-person collaboration at Zendesk offices while preserving flexibility to work remotely part of the week.Equal Opportunity EmploymentZendesk is an equal opportunity employer and fosters global diversity, equity, and inclusion. We evaluate candidates without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavours to provide reasonable accommodations for applicants with disabilities; if you require an accommodation to submit this application, please email peopleandplaces@zendesk.com with your accommodation request.Job detailsSeniority level: Mid-Senior levelEmployment type: Full-timeJob function: Sales and Business DevelopmentIndustries: Software Development
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