Zendesk Technical Account Manager (Portugal)

Zendesk Technical Account Manager (Portugal) at Zendesk

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Job Description

Our Technical Account Managers (TAM) become an extension of our customers through crafting and implementing strategies that allow our clients to innovate and transform, enabling them to provide outstanding customer experience (CX) and employee experience. TAMs partner with agents, admins, IT teams, CX Directors, and Executives because extraordinary relationships lead to outstanding value from Zendesk.

The TAM role does not involve developing or performing implementations. Instead, it guides and provides methodologies for implementation, suggests workarounds to limitations, and offers technical solutions to business problems. Starting by understanding a customer's business strategy, TAMs work with the client's team and Zendesk Success and Account Executives to dive deep into how the client uses the product, focusing on use cases, configurations, integrations, and apps.

This is a hybrid role where you will have the opportunity to work from home and once per week in the office to enjoy our amazing office perks.

Why work with us?

• We are friendly, collaborative, encouraging and still growing!
• Our team thrives helping customers adapt, so they can get value from an
  - evolving product, in a dynamic market.
• This role places you in the centre of Zendesk, interacting with all of the different teams!
• We believe in long‑term career growth with phenomenal benefits that support both physical and mental wellbeing.

Day to Day

• Establish relationships across all CX teams: internally 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 works collaboratively with Premier Enterprise and account teams to deliver and lead a Customer Technical Roadmap with short, medium, and
  - term improvement plans.
• Conduct TAM operational reviews: weekly meetings with clients and monthly value playback alongside
  - specific meetings and input to QBR/EBR with Zendesk and client team members.
• Orchestrate the use of 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 problems arise.
• Act as the voice of the customer with Zendesk product teams, accelerating turnaround time for feature requests and facilitating proactive product team engagement to anticipate features that meet the customer's needs.
• Collaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focus on global delivery excellence.

What You Bring To The Role

• Knowledge of the Zendesk product and, if possible, running Zendesk environments.
• 7+ years of technical experience in running sophisticated customer environments, with at least 5 in an Enterprise environment.
• True motivation and experience in driving teams to make things happen within the organization and for customers.
• Knowledge in service management, operational support, customer experience and management, and business development.
• External enterprise
  - facing experience as a technical lead with a proven understanding of how various systems interact.
• Excel in a collaborative/matrix environment.
• Excellent communication and presentation skills, including the ability to interact, communicate, and establish relationships with all levels of personnel from administrators to Cx
  O levels.
• Knowledge of Saa
  S implementations, API use cases and development, and
  - based workflows.
• Experience in finding alternative solutions through lateral thinking and technical curiosity.
• Deep understanding of at least one industry vertical.

Hybrid Experience

This role uses a hybrid work model designed at the team level to provide a rich onsite experience with connection, collaboration, learning, and celebration—while also giving flexibility to work remotely for part of the week. You must attend the 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 while also giving our people the flexibility to work remotely for part of the week.

Equal Employment Opportunity

Zendesk is an equal‑opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and 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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Sales and Business Development

Industries

Software Development

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