Job Description The Technical Account Manager (TAM) serves as a strategic extension of our customers' teams, bridging technical expertise with business acumen.
TAMs guide clients in maximizing value from Zendesk solutions by understanding their business strategy, consulting on implementation methodologies, and creating technical solutions to business problems.
Rather than performing implementations themselves, they partner with clients to navigate configurations, integrations, and overall architecture to drive innovation and transformation.
In this role you will: Establish relationships across client organizations from administrators to C-level executives Document customer CX ecosystems including use-cases, workflows, and technical architecture Develop and lead Customer Technical Roadmaps with short, medium, and long-term plans Conduct regular operational reviews, including weekly meetings and monthly value playbacks Orchestrate Zendesk resources (PSE, Professional Services, Product Managers) to support implementations Create critical issue resolution plans and work closely with support teams Advocate for customer needs with Zendesk product teams Collaborate with other TAMs to ensure continuous improvement and global delivery excellence You are/ have: Knowledge of Zendesk products and experience managing Zendesk environments Fluent in English with outstanding communication skills at all organizational levels from administrators to executives You have technical experience, with at least 5 years working in a SaaS Enterprise environments Proven track record driving technical initiatives within organizations Experience in service management, operational support, and customer experience management Customer-facing technical leadership in enterprise settings Ability to thrive in collaborative and matrix environments Understanding of SaaS implementations, API use cases, and logic-based workflows Proven ability to develop creative solutions to complex problems, paired with genuine technical curiosity Deep understanding of at least one industry vertical As a Technical Account Manager you should have: Strategic Vision Technical Orchestration The ideal candidate identifies opportunities clients haven't recognized, translates business objectives into technical roadmaps, and helps clients reimagine their customer experience approach rather than simply optimizing existing processes.
Business Impact Value Demonstration Successful TAMs deliver measurable ROI, elevate their role from technical support to strategic advisor, and connect technical challenges to broader market trends that position clients ahead of competitors.
Innovation Future-Readiness We seek candidates who anticipate technology shifts before they become mainstream, implement solutions that create unexpected capabilities, and influence long-term technical architecture to accommodate future needs.
Cross-Functional Leadership The position requires aligning multiple stakeholders with competing priorities, identifying patterns across clients to create portfolio-wide solutions, and elevating technical implementations into company-wide transformations.
Self-Development Learning Agility Top performers continuously address knowledge gaps to increase strategic value, adapt their approach to technical account management, and contribute to team-wide improvements in client service delivery.
At Zendesk, the success indicators in this role are: Client adoption and expansion of Premier Enterprise offerings Measurable impact on client business outcomes Stakeholder engagement across all organizational levels Prevention of critical issues through proactive planning Influence on product development based on client feedback Contribution to Zendesk's collaborative culture and global excellence Working in a Hybrid model: We love flexibility — that's why our teams can benefit from a hybrid working model.
We just recommend popping into the office once a week to catch up, collaborate, and enjoy our awesome perks.
It's the perfect mix of freedom and fun!
Hybrid: 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.