Senior Manager, Technical Account Management

Job Description

As the Senior Manager of Technical Account Management you will be responsible for leading the Managed Services & Technical Account Management teams in your region. You will work closely with our Sales, Customer Success and Delivery leadership teams to ensure we achieve our engagement delivery, customer retention, and customer satisfaction goals.

To be successful in this role, you’ll need to be an established and experienced leader who enjoys working on software, mentoring and managing. This is a customer-centric role and we are looking for an individual who feels strongly not only about leading a diverse team, but also passionate about interfacing with customers on a daily basis. 

Responsibilities: 

• Plan and direct all aspects of the Functional Services team in your region. 

• Lead and mentor both individual contributors and managers.

• Overall accountability for the results of your region, including portfolio management, staffing, scheduling, planning, quality, and execution.

• Recruiting and hiring to grow a regional team.

• Contribute to planning, positioning, and definition of offerings and methodology improvements.

• Contribute to and be measured on bookings, revenue and renewal targets.

Requirements:

• 3+ years of management experience.

• 7+ years of Professional Services experience.

• Proven results in building and executing within a Professional Services consulting organization. 

• Proven leadership in driving organizations forward through significant business and process transformation.

• Experience with Zendesk products and/or the customer experience industry.

• Willingness to roll up your sleeves and able to pitch in on the tactical aspects of supporting team members and customers.

• Strong communication, presentation, project management, people management, negotiation, and coaching skills.

• Excellent instincts and ability to interface at an executive level with ease. 

• Excellent communication, interpersonal skills, and eloquent writing skills.

• Bachelor’s Degree and/or MBA preferred.

• Willing and able to travel 20%

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.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our 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. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

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.