Technical Account Management

Description:

Zendesk, a global leader in customer experience and cloud-based SaaS solutions, is hiring a Manager of Technical Account Management to lead its EMEA region team. This role focuses on managing and growing a high-performing technical account management team that ensures enterprise clients derive maximum value from Zendesk’s products and services.

The ideal candidate is a strategic leader with strong technical expertise, a passion for mentoring teams, and the ability to align customer needs with cutting-edge cloud and IT service management solutions.

Key Responsibilities:

• Define team objectives, establish KPIs, and ensure alignment with Zendesk’s global services strategy.

• Lead and grow a team of technical account managers across the EMEA region.

• Foster collaboration with sales and pre-sales teams to drive ARR service package adoption.

• Oversee technical delivery for strategic customer engagements, ensuring exceptional service quality.

• Build and maintain strong executive-level relationships with key clients.

• Translate customer business goals into actionable technical roadmaps using Zendesk solutions.

• Manage escalations, critical issues, and high-value accounts as needed.

• Drive program management, process improvement, and team development initiatives.

• Advocate for Zendesk’s position in the competitive cloud technology market.

Qualifications & Skills:

• Bachelor’s degree in Computer Science or related field.

• Fluent in English; additional languages are a plus.

• Proven track record of team leadership and process building in technical post-sales environments.

• Strong experience with CRM, AI, and SaaS platforms.

• Exceptional communication and presentation skills, including CxO-level interactions.

• Willingness to travel across the EMEA region.

• Preferred: PMP/Agile certifications and experience with Zendesk products.

Compensation & Benefits:

• Competitive salary with a comprehensive benefits package.

• Hybrid work model – flexibility to work remotely with periodic in-office collaboration.

• Career growth opportunities in a fast-growing, innovative SaaS environment.

• Inclusive, diverse, and global work culture.

Why Join Zendesk?

• Be part of a company that powers billions of customer conversations worldwide.

• Work with cutting-edge cloud and AI solutions in customer experience.

• Lead a high-impact team and shape the future of technical account management in the region.