Manager, Technical Account Management

Job Description

Location: Singapore - Remote

Overview:

Are you a passionate leader, who enjoys bold ambitions while developing great leaders? Are you a tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Zendesk products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

If your answer is yes, check out this position in the Services Organization at Zendesk and be ready to make an impact!

By leveraging your technical expertise, business acumen and industry perspectives you will be responsible to lead the technical account managers in the APAC region, and you will have an unique opportunity to build and shape the team, while supporting our recurrent business. This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise

The ideal candidate will be a self-starter who balances deep technical expertise with a strategic mindset, driving both operational and business excellence, and who is eager to take on responsibility and teach/develop/inspire new skills across the team - while setting standards for repeatable processes that drive success on a consistent basis.The APAC leader will also drive collaboration between Sales teams to be aligned with region strategy and drive adoption of ARR service packages across the region.

Responsibilities: 

People Management

• 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 and Services organization priorities, having the ownership for achieving operational and business objectives for the region

• Plan and direct all aspects of the global Success Architects function in-region, establishing process and procedures, and defining key KPIs for success. 

• Keep close relationships with pre-sales and sales teams to advocate and nurture ARR services in the region.

Program  Management

• Overall program management of the technical account management in the region, supporting also customer calls.

• Maintain overall responsibility and accountability for customer engagements led by your team, including leading staffing and quality of delivery.

• Develops, maintains, and builds 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 and partner relationships with a focus on leading the definition of business outcomes and how to translate them into technical roadmap, leveraging all Zendesk solutions.

• Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.

• Partners with the Account / Success teams to create a joint customer success plan and contribute to the shared customer account plan in support of customer objectives, such as business transformation programs and common to their industry.

• When necessary, engage in supporting key accounts and critical issue management and related escalations.

• Maintain knowledge of Zendesk technical solutions, as well as technology in complementary/competitive fields outside of Zendesk

Technical Leadership

• Support and guide the team to understand, identify, and align Zendesk solutions, and technical capabilities to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success.

• Strengthen Zendesk position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Zendesk technology roadmap to enable customer digital transformation.

Required/Minimum Qualifications

• Bachelor's Degree in Computer Science or related field 

• Fluent in English

• 3+ years of management experience leading post sales teams ( or equivalent experience), with a proven track record of building new processes and teams

• 6+ years of experience in technical consulting, technical customer success, or other customer-facing technical roles, within companies that provide SaaS

• Experience leading complex solution deliveries in the APAC region

• Experience with CRM and AI solutions

• Willingness to roll up your sleeves and able to pitch in on the tactical aspects of supporting team members and customers.

• 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 to Australia and/or other countries in the region, on a quarterly basis (minimum).

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

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