Senior Technical Account Manager

Job Description

The Senior Technical Account Manager (Sr. TAM) serves as a strategic advisor and technical leader for Zendesk's most complex enterprise customers in the Americas. As a Sr. TAM, you will leverage deep technical expertise and business acumen to drive transformational outcomes for clients while providing mentorship to the broader TAM organization. You'll focus on designing and implementing sophisticated customer experience strategies that deliver exceptional value, innovation, and measurable business impact across enterprise-scale implementations.

The Senior Technical Account Manager will join a collaborative team dedicated to delivering exceptional customer outcomes while continually raising the bar for technical excellence. This role offers significant opportunities for professional growth, impact on enterprise customers, and influence on Zendesk's strategic direction.

Core Responsibilities

• Serve as the technical strategist who provides deep proactive technical expertise and acts as an advisor to create, maintain, and execute the customer’s technical strategy roadmap, establishing trusted relationships from administrator to C-level executives

• Lead the development of comprehensive technical strategies that align with clients' long-term business objectives and industry trends

• Architect and document complex customer CX ecosystems, including multi-brand implementations, workflows, integrations, and technical architecture

• Create and execute transformational Customer Technical Roadmaps with measurable business outcomes and ROI frameworks

• Lead executive-level operational reviews, value playbacks, and strategic planning sessions that demonstrate business impact

• Orchestrate and optimize the deployment of Zendesk resources (Premier Support, Professional Services, Product Managers) across multiple implementations

• Design and implement proactive critical issue mitigation strategies with measurable success metrics

• Serve as a strategic advocate for customer needs with product teams, influencing future product development priorities

• Mentor junior TAMs and contribute to the development of best practices, methodologies, and delivery excellence standards

• Identify opportunities to scale solutions across multiple customers while maintaining unique value propositions

Required Qualifications

• 12+ years of technical experience, with at least 8 years in Enterprise environments

• Demonstrated success delivering measurable business outcomes through technical leadership

• Extensive experience in service management, operational support, and customer experience transformation in SAAS environments

• Proven track record as a trusted technical advisor at the executive level in Enterprise settings

• Excellence in leading cross-functional initiatives in matrix environments

• Superior communication and presentation skills for effectively engaging all organizational levels

• Expert understanding of SaaS architectures, API ecosystems, and complex workflow design

• Demonstrated innovation in developing creative solutions to business-critical technical challenges

• Deep understanding of multiple industry verticals and their specific CX requirements

• Experience mentoring technical teams and developing technical account management best practices

• Advanced knowledge of Zendesk products with proven experience architecting and optimizing complex Zendesk environments is a plus

Key Competencies

Strategic Leadership & Vision

• Identify transformational opportunities that reshape how clients leverage technology to deliver exceptional customer experiences

• Translate complex business strategies into technical architectures that position clients for future market leadership

• Guide clients through comprehensive CX transformations that create sustainable competitive advantages

• Design technical architectures that adapt to evolving business needs while maintaining operational excellence

• Influence long-term technical strategies that prepare clients for future capabilities and market requirements

Business Impact & Outcome Creation

• Establish and measure quantifiable ROI frameworks that demonstrate clear business value to executive stakeholders

• Elevate customer relationships from technical implementation to strategic business partnership

• Connect technical capabilities to industry trends that position clients to capitalize on emerging market opportunities

• Build consensus among diverse stakeholders with competing priorities around unified technical visions

• Develop scalable solutions that address common challenges across the customer portfolio

• Transform technical implementations into enterprise-wide change initiatives with measurable business outcomes

Enterprise Influence & Leadership

• Ability to clearly and effectively communicate technical information to both technical and non-technical stakeholders.

• Strong focus on understanding and anticipating clients needs to build lasting relationships.

• Proactive in identifying challenges and providing innovative solutions to ensure client success.

• Experience leading cross-functional teams and influencing stakeholders without direct authority.

• Skilled at managing client emotions and expectations, and adept at conflict resolution.

• Ability to juggle multiple priorities and projects efficiently in a fast-paced environment.

• Comfortable navigating change and managing ambiguity in dynamic situations.

• Works well with internal teams such as sales, engineering, and support to deliver client value.

• Ability to understand the client’s business goals and align technical solutions accordingly.

• Capable of negotiating effectively to achieve win-win outcomes for clients and the company.

Mentorship & Knowledge Leadership

• Continuously evolve technical expertise to maintain strategic relevance in rapidly changing markets

• Redefine approaches to technical account management that elevate the entire organization

• Contribute to the development of methodologies and best practices that enhance team effectiveness

Language Requirements

• Proficient in English (required) – strong written and verbal communication skills to support North American Customers.

• Fluent in Spanish

• Knowledge of Portuguese is a plus but not required

Success Indicators

• Strategic adoption and expansion of Premier Enterprise offerings with measurable business outcomes

• Client recognition of TAM as a trusted advisor essential to their business success

• Prevention of critical issues through architectural guidance and proactive planning

• Influence on product strategy and roadmap based on enterprise customer insights

• Mentorship effectiveness and contributions to team knowledge and capabilities

• Development of repeatable methodologies that scale across the TAM organization

Travel - Expect to travel to North America quarterly for customer and team interaction.

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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 peopleandplaces@zendesk.com with your specific accommodation request.