Zendesk Technical Account Manager (Portugal) Lisboa

Zendesk Technical Account Manager (Portugal)
Lisboa
Lisboa, Lisboa, Portugal

Our Technical Account Managers (TAM) become an extension of our customers through crafting and implementing strategies that enable our clients to innovate and transform, providing outstanding customer experience (CX) and employee experience. 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, suggest workarounds to limitations, and offer technical solutions to business problems. Starting by understanding a customer’s business strategy, TAMs work alongside our Zendesk Success and Account Executives, delving into how our clients use our product, focusing on:

• Cases, configurations, integrations, and apps.

This is a hybrid role, offering the opportunity to work from home and once per week in the office to enjoy our office perks.

Why work with us?

• We are friendly, collaborative, encouraging, and still growing!
• Our team thrives on helping customers adapt and derive value from an
  - evolving product in a dynamic market.
• This role places you at the center of Zendesk, interacting with various teams!
• We believe in
  - term career growth with excellent benefits supporting physical and mental wellbeing.

What’s the
-
- day?

• Establish relationships across all CX teams internally and externally at all levels.
• Document the customer’s CX ecosystem, including
  - cases, workflows, Zendesk configurations, integrations, apps, architecture, legal, and compliance requirements.
• Provide consultation, demos, and standard processes on Zendesk product capabilities for quick wins.
• Lead the adoption and expansion of the Premier Enterprise offering, working collaboratively with teams to deliver a Customer Technical Roadmap based on improvement plans.
• Conduct TAM operational reviews, including weekly client meetings and monthly value assessments, alongside input to QBR/EBR meetings.
• Coordinate Zendesk resources involved in implementations.
• Work closely with support teams to ensure robust critical issue resolution plans.
• Act as the voice of the customer with Zendesk product teams, facilitating feature requests and proactive engagement.
• Collaborate with other TAMs and teams to ensure continuous improvement and delivery excellence.

What you bring to the role:

• Knowledge of Zendesk and experience managing Zendesk environments.
• 7+ years of technical experience, with at least 5 in an enterprise environment.
• Motivation and experience in driving organizational and customer success.
• Knowledge in service management, operational support, CX, and business development.
• Experience as a technical lead in external
  - facing environments.
• Ability to excel in a collaborative/matrix environment.
• Excellent communication and presentation skills across all levels.
• Knowledge of Saa
  S implementations, API use cases, development, and workflows.
• Technical curiosity and lateral thinking for solutions.
• Deep understanding of at least one industry vertical.

Our hybrid experience balances onsite connection, collaboration, learning, and celebration with remote work flexibility. The specific office schedule will be determined by the hiring manager.

The heart of customer experience

Zendesk software is designed to bring calm to the chaotic world of customer service, powering billions of conversations with beloved brands.

We are committed to an inclusive, fulfilling work environment. Our hybrid approach fosters
- person connection and remote flexibility, supporting diversity, equity, and inclusion. We are an AA/EEO/Veterans/Disabled employer, and we provide reasonable accommodations for applicants with disabilities. For accommodation requests, contact peopleandplaces@zendesk.com.