.By clicking "Apply Now," I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendesk's Candidate Privacy Notice.Job DescriptionWho we're looking forOur Technical Account Managers (TAM) become an extension of our customers through crafting and implementing strategies that mean our clients can innovate and transform allowing them to provide outstanding customer experience (CX). They partner with agents, admins, IT teams, CX Directors and Executives because our TAMs believe that extraordinary relationships mean outstanding value from Zendesk.The TAM role is not to develop or perform implementations, but to work with the client's team to guide and provide methodologies for implementation and to suggest workarounds to limitations. Starting by understanding a customer's business strategy, working alongside our excellent Zendesk Success and Account Executives, TAMs dig deep into how our clients use our product focusing on overall use-cases, looking into configurations, integrations and apps.What you'll be doingEstablish relationships across all CX teams: Internally by closely collaborating with Success, Sales and Premier Enterprise teams and externally at all levels.Document the customer's CX ecosystem (use-cases, workflows, Zendesk configuration, integrations, apps, overall architecture, legal and compliance requirements 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.As owner of the Premier Enterprise offering, lead the adoption and expansion of the solution: The TAM, working collaboratively with Premier Enterprise and account teams, will deliver and lead a Customer Technical Roadmap to share actions and breakthroughs with the customer based on short, medium and long term agreed improvement plans.TAM Operational reviews: Weekly meetings with clients and monthly value playback alongside subject-specific meetings and input to QBR/EBR with Zendesk and client team members.Orchestrate the use of the Zendesk resources (PSE, Assist/TA, Professional Services, Training, Product Managers) involved in existing and future implementations.Work closely with Premier Support teams and customer support teams to ensure there is a robust critical issue plan for quick resolution if things go wrong.Act as the voice of the customer with Zendesk product teams, accelerating the turnaround time to get answers on needed feature requests, in addition to facilitating proactive product team customer engagement and anticipating features that meet the needs of the individual customer.Collaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focusing on global delivery excellence.What you bring to the roleExcellent communication skills in Spanish and English is mandatory
