Zendesk · 4 hours ago
Manager, Technical Account Management
Florida, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$132K/yr - $198K/yr
10+ years expZendesk is a leading company in customer service software, and they are seeking a Manager for Technical Account Management in North America. This role involves leading a team of Technical Account Managers, ensuring customer success through strategic guidance, program management, and technical leadership.
Customer ServiceEnterprise SoftwareBig DataSoftwareData ManagementTechnical Support
Responsibilities
Define team objectives and outcomes
Enable success across boundaries
Help the team adapt and learn
Attract and retain great people
Know each individual’s capabilities and aspirations
Invest in the growth of others
Ensure all individuals are aligned with Zendesk's organizational priorities, leading ownership for achieving operational / business objectives for the region
Keep close relationships with pre-sales and sales teams to advocate and nurture ARR services in the region
Overall program management of the Technical Account Managers in the region
Maintain overall responsibility and accountability for customer engagements led by your team, including leading staffing and quality of delivery
Develop, maintain, and build upon foundational relationships with key customer stakeholders and technical professionals to enable quality technical delivery, aligned with customer business goals
Lead and guide the team to expand customer / partner relationships, with a focus on leading the definition of business outcomes and how to translate them into a technical roadmap, leveraging all Zendesk solutions
Hold, maintain, and nurture internal stakeholder relationships
Influence and challenge senior/executive internal stakeholders
Lead business value conversations at executive levels with customers
Partner with the Account and Success teams to develop a joint customer success plan that supports customer objectives, including industry-specific business transformation programs
Support key accounts by managing critical issues and handling related escalations
Maintain knowledge of Zendesk technical solutions, as well as technology in complementary/competitive fields
Support and guide the team to understand and align Zendesk solutions and technical capabilities with customer needs and priorities
Use broad industry and technical expertise to drive customer success
Strengthen Zendesk’s position in the customer’s cloud technology market by leveraging knowledge of their technology platform and Zendesk’s roadmap to enable digital transformation
Qualification
Required
Bachelor's Degree in Computer Science or related field
3+ years of management experience leading post-sales teams (or equivalent experience), with a proven track record of building new processes and teams
10+ years of experience in technical consulting, technical customer success, or other customer-facing technical roles, within SaaS companies
Experience leading complex solution deliveries in the North America region
Experience with CRM and AI solutions
“Roll up your sleeves” mentality
Exceptional communication and presentation skills, including the ability to interact, communicate and build relationships with all levels of personnel from administrators to CxO levels
Willingness to travel occasionally (~10%)
Preferred
Experience leading post-sales technical teams, focused on translating customer business needs into technical solutions, taking into account industry best practices
Experience pitching services and CRM/AI offerings
Experience with Zendesk products
PMP and/or Agile certifications
Program management experience
Benefits
Bonus
Benefits
Related incentives
Company
Zendesk
Zendesk develops a customizable customer service platform for organizations.
5001-10000 employees
H1B Sponsorship
Zendesk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (69)
2023 (37)
2022 (92)
2021 (93)
2020 (44)
Funding
Current Stage
Public CompanyTotal Funding
$85.5MKey Investors
RedpointMatrixBenchmark
2022-11-22Private Equity
2022-06-24Acquired
2019-09-18Grant
Leadership Team
Mikkel Asger Svane
CEO and Co-Founder
Tom Eggemeier
CEO
Recent News
2026-02-07
2026-02-03
Index Ventures
2026-01-06
Company data provided by crunchbase