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 cooperative and matrix environments
- Superior communication skills for all organization
📌 Technical Account Manager (Pune)
🏢 Zendesk
📍 Pune