Technical Account Manager (IC)

Job Description

Technical Account Manager (Managed Services)

Job Description

About Us

We are an upbeat and disruptive business taking pride in our work and the impact we have on businesses. We also care tremendously about the way our employees feel about us. It's why they love to work here - check out Glassdoor and see for yourself!

We are a recognised leader in the customer engagement space, we’re growing at nearly 40% YoY, and our solution set continues to evolve, allowing us to support the most ground-breaking, sophisticated and ambitious businesses.
 

Job Overview

We are looking for a Technical Account Manager (TAM) in our enterprise segment to support a wide array of enterprise customers. This is not a sales role, but rather an opportunity to be the principal technical advisor and ‘voice of the customer’ for our enterprise customers in Japan.

As a TAM, you will help craft and execute strategies that help our customers innovate and transform using Zendesk. Your technical expertise and customer-facing skills will enable you to represent Zendesk within a customer’s environment. You will drive discussions with senior leadership regarding incidents, trade-offs and risk management. You will provide advocacy and strategic technical direction to help plan and build solutions using standard methodologies. You will enthusiastically keep your customers’ Zendesk environments operationally healthy. The close relationships developed with your customers will empower you to understand their business/operational needs and technical challenges, as well as helping them achieve the greatest value from Zendesk.

This is a hybrid role combining responsibilities of both a TAM and Managed Services. In this position, you will provide hands-on technical expertise, acting as a dedicated concierge for your assigned customer (28 hours per month). You will have the opportunity to build a deep understanding of the customer’s business needs and challenges, ensuring that solutions are aligned with their goals. Additionally, you may be called upon to present to customer executives during key events, such as quarterly Executive Business Reviews, to drive strategic discussions and ensure alignment between the customer and our services.
 

Responsibilities

• Own and drive the technical relationship with our customers

• Collaborate with customers to develop and drive technical roadmap, drive outcomes, and report on progress

• Act as the primary customer experience representative between our customers and Zendesk

• Become proficient in customer support workflows and Zendesk’s business applications and services offerings.

• Collaborate with Zendesk Sales and CX teams during the customer lifecycle and in delivering joint customer engagements

• Handle executive level client relationships and proactively anticipate customer needs

• Communicate effectively; coordinate and balance priorities; solve problems and make decisions; build teams and relationships

• Hands-on configuration on Zendesk products

• Learn proactively on the tech stack around the Zendesk platform
   

Requirements:

• 10+ years of technical experience managing complex customer environments, with at least 5 of those in an Enterprise environment

• External enterprise customer-facing experience as a technical lead with a solid understanding of how various systems interact with each other

• Knowledge of SaaS implementations, API use cases and development, and logic-based workflows

• Knowledge in services, operational support, customer relationship management and business development

• Excel in a collaborative / matrix environment

• Excellent strong communication and presentation skills, including the ability to interact, communicate and build relationships with all levels of personnel from administrators to CxO levels.

• REST API, Java script, HTML, CSS

• Project management experience

• Japanese - Native level, English - Business level

• Willing and able to travel 20%

Nice to have:

• JQuery, PHP, PMP

• Sler background

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The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered 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 applicable 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 endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.