Technical Account Manager

Job description

Job Description Role Overview As a Technical Account Manager at Zendesk, you'll become an extension of our largest customers' teams, bridging technical expertise with business acumen. You'll 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 yourself, you'll partner with clients and internal teams to navigate configurations, integrations, and overall architecture to drive innovation and transformation in customer experience. Core Responsibilities • Establish relationships across all levels of client organizations, from administrators to C-level executives • Document customer CX/EX ecosystems including use-cases, workflows, configurations, integrations, and technical architecture • Develop and lead tailored Customer Technical Roadmaps with short, medium, and long-term improvement plans • Conduct regular operational reviews, including weekly client meetings, monthly value playbacks, and quarterly business reviews • Orchestrate Zendesk resources (Support, 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 Required Qualifications • Knowledge of Zendesk products and experience managing Zendesk environments • 10+ years of technical experience, with at least 5 years in enterprise environments • Proven track record driving technical initiatives within organizations • Experience in service management, operational support, and customer/employee experience management • History of customer-facing technical leadership in enterprise settings • Ability to thrive in collaborative and matrix environments • Superior communication skills for all organizational levels • 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 What You'll Bring to the Role • Strategic vision to identify opportunities clients haven't recognized • Ability to translate business objectives into technical roadmaps • Skills to deliver measurable ROI and demonstrate business value • Forward-thinking approach to anticipate technology shifts • Leadership capability to align multiple stakeholders with competing priorities • Continuous self-development and learning agility Why Work With Us • Join a friendly, collaborative, and growing team • Help customers adapt and get value from an evolving product in a dynamic market • Position yourself at the center of Zendesk, interacting with diverse teams • Build a long-term career with phenomenal benefits supporting physical and mental wellbeing • Make a meaningful impact on client business outcomes Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. The intelligent heart of customer experience Zendesk software was