Manager, Technical Account Management

Job Description

Manager, Technical Account Management - North America region

Location: Austin, TX - Hybrid / Florida - Fully Flexible

Overview:

Are you a passionate leader who thrives on bold ambitions and developing great leaders? Are you tech-savvy, cloud-focused, with deep experience in Cloud and IT Service Management? Do you want to be a key contributor in helping our most strategic enterprise customers maximize the value of Zendesk products and services? Do you find energy in enabling your customers to successfully execute their strategic and transformational cloud projects?

If the answer is yes, explore this opportunity within Zendesk’s Services Organization and get ready to make a real impact!

Using your technical expertise and business acumen, you’ll lead the Technical Account Managers for East NorAm, with a unique chance to build and shape the team while supporting recurrent business. This opportunity will accelerate your career growth, allow you to leverage your delivery management capabilities, and deepen your cloud and industry expertise.

The ideal candidate is a self-starter with deep technical expertise and a strategic mindset, focused on operational and business excellence. They’re eager to take responsibility, develop the team’s skills, and establish repeatable processes that ensure consistent success. This leader will also collaborate with Sales to drive adoption of ARR service packages across North America.

Responsibilities: 

People Management

• Define team objectives and outcomes

• Enable success across boundaries

• Help the team adapt and learn

• Attract and retain great people

• Know each individual’s capabilities and aspirations

• Invest in the growth of others

• Ensure all individuals are aligned with Zendesk's organizational priorities, leading ownership for achieving operational / business objectives for the region

• Keep close relationships with pre-sales and sales teams to advocate and nurture ARR services in the region

Program  Management

• Overall program management of the Technical Account Managers in the region

• Maintain overall responsibility and accountability for customer engagements led by your team, including leading staffing and quality of delivery

• Develop, maintain, and build upon foundational relationships with key customer stakeholders and technical professionals to enable quality technical delivery, aligned with customer business goals

• Lead and guide the team to expand customer / partner relationships, with a focus on leading the definition of business outcomes and how to translate them into a technical roadmap, leveraging all Zendesk solutions

• Hold, maintain, and nurture internal stakeholder relationships

• Influence and challenge senior/executive internal stakeholders

• Lead business value conversations at executive levels with customers

• Partner with the Account and Success teams to develop a joint customer success plan that supports customer objectives, including industry-specific business transformation programs

• Support key accounts by managing critical issues and handling related escalations

• Maintain knowledge of Zendesk technical solutions, as well as technology in complementary/competitive fields 

Technical Leadership

• Support and guide the team to understand and align Zendesk solutions and technical capabilities with customer needs and priorities

• Use broad industry and technical expertise to drive customer success

• Strengthen Zendesk’s position in the customer’s cloud technology market by leveraging knowledge of their technology platform and Zendesk’s roadmap to enable digital transformation

Required/Minimum Qualifications

• Bachelor's Degree in Computer Science or related field 

• 3+ years of management experience leading post-sales teams (or equivalent experience), with a proven track record of building new processes and teams

• 10+ years of experience in technical consulting, technical customer success, or other customer-facing technical roles, within SaaS companies

• Experience leading complex solution deliveries in the North America region

• Experience with CRM and AI solutions

• “Roll up your sleeves” mentality

• Exceptional communication and presentation skills, including the ability to interact, communicate and build relationships with all levels of personnel from administrators to CxO levels.

• Willingness to travel occasionally (~10%)

Preferred Qualifications

• Experience leading post-sales technical teams, focused on translating customer business needs into technical solutions, taking into account industry best practices

• Experience pitching services and CRM/AI offerings

• Experience with Zendesk products

• PMP and/or Agile certifications

• Program management experience

The US annualized base salary range for this position is $132,000.00-$198,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 [email protected] with your specific accommodation request.