Job Description
Role Overview:
Note: This role is based in Pune and requires working night shifts aligned with AMER business hours.
As a Technical Account Manager at Zendesk, you'll become an extension of our largest customers' teams, bridging technical expertise with business acumen. You'll guide clients in maximizing value from Zendesk solutions by understanding their business strategy, consulting on implementation methodologies, and creating technical solutions to business problems. Rather than performing implementations yourself, you'll partner with clients and internal teams to navigate configurations, integrations, and overall architecture to drive innovation and transformation in customer experience.
Core Responsibilities:
Establish relationships across all levels of client organizations, from administrators to C-level executives
Document customer CX/EX ecosystems including use-cases, workflows, configurations, integrations, and technical architecture
Develop and lead tailored Customer Technical Roadmaps with short, medium, and long-term improvement plans
Conduct regular operational reviews, including weekly client meetings, monthly value playbacks, and quarterly business reviews
Orchestrate Zendesk resources (Support, Professional Services, Product Managers) to support implementations
Create critical issue resolution plans and work closely with support teams
Advocate for customer needs with Zendesk product teams
Collaborate with other TAMs to ensure continuous improvement and global delivery excellence
Required Qualifications:
Knowledge of Zendesk products and experience managing Zendesk environments
10+ years of technical experience, with at least 5 years in enterprise environments
Proven track record driving technical initiatives within organizations
Experience in service management, operational support, and customer/employee experience management
History of customer-facing technical leadership in enterprise settings
Ability to thrive in collaborative and matrix environments
Superior communication skills for all organizational levels
Understanding of SaaS implementations, API use cases, and logic-based workflows
Proven ability to develop creative solutions to complex problems, paired with genuine technical curiosity
Deep understanding of at least one industry vertical
What You'll Bring to the Role:
Strategic vision to identify opportunities clients haven't recognized
Ability to translate business objectives into technical roadmaps
Skills to deliver measurable ROI and demonstrate business value
Forward-thinking approach to anticipate technology shifts
Leadership capability to align multiple stakeholders with competing priorities
Continuous self-development and learning agility
Why Work With Us:
Join a friendly, collaborative, and growing team
Help customers adapt and get value from an evolving product in a dynamic market
Position yourself at the center of Zendesk, interacting with diverse teams
Build a long-term career with phenomenal benefits supporting physical and mental wellbeing
Make a meaningful impact on client business outcomes
Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.
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…