Senior Customer Experience Strategist

8 hours ago

Dublin, Dublin City, Ireland beBeeTechnicalAccountManager Full time €75,000 - €105,000
Technical Account Manager Role Overview

This position involves managing customer relationships and implementing strategies to drive innovation, customer experience, and employee satisfaction. The Technical Account Manager will become an integral part of our customers' teams, providing guidance on methodologies, suggesting workarounds, and delivering technical solutions.


The role is hybrid, allowing for remote work with in-office presence required at a local office. This enables collaboration while preserving flexibility.


Key Responsibilities:
  • Establish connections across CX teams internally and externally at all levels.
  • Document the customer's CX ecosystem, including use-cases, Zendesk configuration, integrations, apps, and overall architecture.
  • Provide consultation, demos, and standard processes on Zendesk product capabilities for quick wins.
  • Lead the adoption and expansion of Premier Enterprise: collaborate with Premier Enterprise and account teams to deliver a Customer Technical Roadmap with short-, medium-, and long-term improvement plans.
  • Conduct TAM operational reviews: weekly client meetings, monthly value playback, and input to QBR/EBR with Zendesk and client teams.
  • Coordinate Zendesk resources involved in current and future implementations.
  • Work with Premier Support and customer support teams to ensure a robust critical-issue plan for quick resolution when needed.
  • Act as the voice of the customer with Zendesk product teams to accelerate feature requests and facilitate proactive product engagement that meets customer needs.
  • Collaborate with other TAMs and Zendesk teams to drive continuous improvement and global delivery excellence.

Requirements and Qualifications
  • Fluent German and English language skills (written and spoken).
  • Knowledge of the Zendesk product and running Zendesk environments.
  • Solid technical experience in running sophisticated customer environments, with at least 5 years in an Enterprise environment.
  • Motivation and experience driving teams to deliver results for the organization and customers.
  • Knowledge in service management, operational support, customer experience management, and business development.
  • External enterprise customer-facing experience as a technical lead with understanding of how various systems interact.
  • Ability to thrive in a collaborative/matrix environment.
  • Excellent communication and presentation skills, including interaction with all levels from administrators to CxO levels.
  • Knowledge of SaaS implementations, API use cases and development, and logic-based workflows.
  • Ability to find alternative solutions through lateral thinking and technical curiosity.
  • Deep understanding of at least one industry vertical.

About the Opportunity

This is a mid-senior level, full-time position within the Sales and Business Development department, focusing on Software Development industries.


We Offer

A fulfilling and inclusive work experience with flexible working arrangements, enabling collaboration and individual productivity.


Diversity, Equity, and Inclusion

We foster a diverse, equitable, and inclusive environment, embracing global differences and promoting equal opportunities for everyone. We prohibit discrimination based on protected characteristics.

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