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
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