Technical Account Manager

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 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.