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The Technical Account Manager (TAM) is a strategic extension of client teams, blending technical expertise with business insight to maximize value from Zendesk by guiding strategy, advising on implementation methodologies, and creating technical solutions while partnering rather than performing implementations. In this role you will establish relationships across client organizations from administrators to C-level executives, document CX ecosystems, develop and lead customer technical roadmaps, conduct regular operational reviews, orchestrate Zendesk resources for implementations, create critical issue resolution plans, advocate for customer needs with product teams, and collaborate with other TAMs to drive continuous improvement. You should have knowledge of Zendesk products and environments, fluent English with strong cross-level communication, at least five years in SaaS Enterprise, a proven track record driving technical initiatives, experience in service management and customer experience management, customer-facing technical leadership, ability to thrive in collaborative/matrix environments, understanding of SaaS implementations and API use cases, and a demonstrated ability to develop creative solutions plus deep understanding of at least one industry vertical. Success indicators include client adoption and expansion of Premier Enterprise offerings, measurable impact on client outcomes, broad stakeholder engagement, proactive prevention of critical issues, influence on product development from client feedback, and contribution to Zendesk's collaborative culture and global excellence. The role supports a hybrid working model with a mix of onsite and remote work and expects in-office presence part of the week, while Zendesk emphasizes inclusion and equal opportunity and notes that AI may be used in screening and accommodations are provided as needed.

Zendesk is hiring a Manager of Customer Success to lead a team of up to 10 Customer Success Managers across high- and medium-touch segments, focusing on making customers successful so they buy more, stay longer, and advocate for the brand. The overarching objective is to drive strategic adoption and integration of AI-enabled customer success tools, maximize team performance and customer outcomes, and cultivate continuous AI fluency within the team. You’ll build and lead a team of value architects, accelerate product and CX technology proficiency, set and track clear KPIs, coach through Gong, and oversee churn/expansion management and quarterly business reviews. The role also demands leading an AI-first revolution in success while maintaining operational excellence in forecasting, risk management, capacity planning, and cross-functional collaboration, all guided by data-driven decision making and standardized processes. Requirements include 9+ years in Customer Success (with 5+ in leadership), strong AI/data and financial acumen, cross-functional collaboration skills, and a bachelor’s degree (AI certifications a plus); Zendesk offers a hybrid work model and a strong commitment to diversity, inclusion, and equal opportunity.

The Senior Solutions Architect at Zendesk acts as the key technical expert during the pre-sales process, coordinating with the Contact Center Platform Architecture team and potential customers to design customized solutions that secure new professional services engagements. Applicants must have prior CCaS experience and AWS expertise (Connect or AWS services), with hands-on cloud deployment and enterprise-level solution architecture capabilities. Responsibilities include leading pre-sales technical scoping, creating detailed professional services estimates and proposals, articulating complex technical concepts to diverse audiences, maintaining deep Zendesk Contact Center product knowledge, and partnering with Professional Services to ensure a smooth transition from sales to delivery. The role offers a hybrid work model with some in-office time and flexible remote work, with the specific in-office schedule determined by the hiring manager. Zendesk emphasizes diversity and inclusion, notes potential AI screening, and provides information on accommodations for applicants with disabilities as part of its equal opportunity employment commitments.

Zendesk is looking for a skilled Zendesk Consultant to join their CX Accelerator Team, focusing on optimizing Zendesk implementations for customer experiences in a dynamic, startup-like environment. The ideal candidate will possess extensive technical expertise in Zendesk products and a customer-centric mindset, with previous experience in roles such as Professional Services Consultant or Customer Success Manager. Key responsibilities include engaging with clients, configuring Zendesk solutions, managing projects, conducting training sessions, and facilitating continuous improvement. Candidates must also be willing to travel for client engagements and demonstrate strong analytical, communication, and problem-solving skills. The role offers both personal and professional growth opportunities within a supportive and collaborative team culture at Zendesk.

Zendesk is looking for a Customer Experience (CX) Manager to join their CX Acceleration SWAT team, focusing on enhancing customer experiences through improved Zendesk implementations. The ideal candidate should have significant experience in customer-facing roles, particularly as a Senior Consultant or Technical Account Manager, and will be responsible for building strong relationships with clients and partners. Key responsibilities include conducting technical assessments, implementing Zendesk solutions, providing expert consultation, and ensuring customer satisfaction through effective engagement close-outs. The role also necessitates a deep understanding of Zendesk products, customer service management, and collaborative work styles, alongside exceptional communication skills. Zendesk offers a supportive and inclusive work environment emphasizing long-term career growth and flexible hybrid work options.

The Senior Solutions Consultant at Zendesk is responsible for guiding the technical aspects of the sales cycle, with a focus on leveraging artificial intelligence (AI) to enhance customer and employee experiences. This role requires over five years of presales experience, a deep understanding of AI technologies like LLMs and ChatGPT, and the ability to effectively communicate complex concepts to various stakeholders. Key responsibilities include managing technical engagements, facilitating collaborations with subject matter experts, and ensuring that AI implementations deliver tangible business value. Candidates should possess strong interpersonal skills, problem-solving abilities, and familiarity with SaaS applications, as well as a willingness to travel. Zendesk promotes a hybrid work environment and is committed to diversity, equity, and inclusion in its hiring practices.

The Customer Success Manager (CSM) role for German speakers at Zendesk focuses on helping customers achieve business outcomes efficiently using Zendesk solutions. The primary responsibilities include managing customer engagement throughout their journey, enhancing product adoption, and building strong relationships across various levels within customer organizations. CSMs are expected to proactively address customer health and obstacles to ensure users realize the value of Zendesk products. Required qualifications include a background in customer success, fluency in German and English, and experience in technology or SaaS environments. The position also supports a hybrid work model that balances in-office collaboration with remote flexibility.