Technical Account Manager - German Speaking

Job Description

The Zendesk Technical Account Manager (TAM) becomes an extension of our customers through crafting and implementing strategies that mean our clients can innovate and transform allowing them to provide outstanding customer experience (CX) and employee experience. They partner with agents admins IT teams CX Directors and Executives because our TAMs believe that extraordinary relationships mean outstanding value from Zendesk.

The TAM role is not to develop or perform implementations but to work with the clients team to guide and provide methodologies for implementation to suggest workarounds to limitations and technical solutions to business problems. Starting by understanding a customers business strategy working alongside our excellent Zendesk Success and Account Executives TAMs dig deep into how our clients use our product focusing on overall usecases looking into configurations integrations and apps.

Specifically for this role we are looking for a fluent English and German speaker

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 ever evolving product in a dynamic market.

• This role has 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.

Whats the day to day

• Establish relationships across all CX teams: Internally by closely collaborating with Success Sales and Premier Enterprise teams and externally at all levels.

• Document the customers CX ecosystem (usecases 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 working collaboratively with Premier Enterprise and account teams will deliver and lead a Customer Technical Roadmap to share actions and breakthroughs with the customer based on short medium and long term agreed improvement plans

• TAM Operational reviews: Weekly meetings with clients and monthly value playback alongside subjectspecific meetings and input to QBR/EBR with Zendesk and client team members

• Orchestrate the use of the 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 things go wrong

• Act as the voice of the customer with Zendesk product teams accelerating the turnaround time to get answers on needed feature requests in addition to facilitating proactive product team customer engagement and anticipating features that meet the needs of the individual customer

• Collaborate with other TAMs and wider teams within Zendesk to ensure continuous improvement and focusing on global delivery excellence

What you bring to the role:

• Fluent English and German language ability (there will be a requirement to work with Germanspeaking customers as well as Englishspeaking)

• Knowledge of the Zendesk product and if possible running Zendesk environments

• Solid technical experience in running sophisticated customer environments with at least 5 of those in an Enterprise environment

• True motivation and experience in driving teams to make things happen within the organisation and for customers

• Knowledge in service management operational support customer experience and management and business development

• External enterprise customerfacing experience as a technical lead with a proven understanding of how various systems interact with each other

• 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 CxO levels

• Knowledge of SaaS implementations API use cases and development and logicbased workflows

• Experience in finding alternative solutions through lateral thinking and technical curiosity

• Deep understanding of at least one industry vertical

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 inoffice 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 whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer and were 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 preemployment testing or otherwise participate in the employee selection process please send an email to with your specific accommodation request.