The Zendesk Technical Account Manager (TAM) is a technical strategist and account lead responsible for advising customers how, when & why to deploy solutions that enable our customers to get better results and operate with less risk. This role will be responsible for engaging with stakeholders at all levels (both internal and customer-facing) to understand and solve customer pain points, and get hands-on with the product to ensure the optimization, maintenance, and growth of the Zendesk configuration across a portfolio of customers.Responsibilities of this role include:
- Partner with the customer to develop a deep understand their business use-case, CX objectives, and current pain points through a combination of agent shadowing, discovery workshops and technical deep dives.
- Produce and execute against a long-term roadmap (6-12 month outlook)
- Provide guidance on Zendesk's product capabilities and future roadmap
- Provide hands-on product configuration support - collaborate proactively with customers to build, maintain and execute against a backlog of work
- Work closely with internal teams to promote account health
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Requirements for this role include:
Required:
- 5+ years in a customer-facing Technical Consulting or Customer Success role for a SaaS company.
- Ability to interact with stakeholders at all levels (internal and customer-facing) utilising strong interpersonal skills and empathy
- Proficiency in written and verbal communication in Japanese, and business-level communication in English.
- Excellent technical competency - software integration practices, Rest APIs, understanding of development lifecycle and development processes etc.
- Strong grasp of effective project management practices.
- Familiarity with the systems and processes involved in Customer Experience management.
- Enthusiasm for technology.
Preferred:
- Bachelor's degree or higher in a related field.
- Experience working with Zendesk
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.
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. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
Zendesk is an equal opportunity employer, and were 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.