Technical Account Manager

What you can expectWe are looking for an exceptional Technical Account Manager (TAM) to join our Premier Support and Technical Account Management team. In this role, you will build, develop, and maintain strategic partnerships with enterprise customers, ensuring their success with Zoom products and services. By fostering impactful relationships with customers and internal teams, you will drive customer satisfaction, long-term success, and overall happiness with the Zoom experience.About the TeamThe TAM team plays a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated technical consultants for customers. We provide our customers with valuable resources that enable them to succeed with our solutions, and we effectively manage internal procedures and collaborate across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.Responsibilities

Serving as a technical subject-matter expert on Zoom’s architecture and video/audio collaboration space

Partnering closely with the customer account team to drive and strengthen the customer relationship

Be the primary point of contact to drive complex technical escalations towards timely resolution

Provide technical consultations for architecture integration and service optimization

Managing technical feature requests and requirements that are key to the customer’s success and process workflow

Developing a trusted technical advisor relationship with customers and providing recommendations based on the Zoom product suite to address their business needs

Partnering with Customer Success Manager to notify customers about product enhancements and incremental product releases

Being the Voice of Customer internally within Zoom to drive prioritization of business needs for our customers, working with the assigned Customer Success Manager

What we’re looking for

Hold a Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field preferred; equivalent experience will also be considered

Have 5+ years of experience in a client-facing technical role, preferably as a Technical Account Manager, Solutions Engineer, or Sales Engineer supporting enterprise customers

Have an understanding of IP Telephony, SIP/H.323, VoIP, audio/video codecs, and telecom infrastructure, including PBX, carriers, and networking protocols (UDP/TCP/IP)

Have Proven experience troubleshooting complex network environments, including firewalls, NAT, routing, and connectivity issues

Have hands-on experience with video conferencing and unified communications platforms such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync, and Microsoft 365, along with system administration experience across Windows, macOS, and Linux

Demonstrate expertise with cloud CCaaS platforms (e.g., NICE, Genesys Cloud, Five9) and contact center technologies, including ACD, intelligent routing, omnichannel, and workforce communications; experience with on-premises solutions such as Genesys Engage is a plus

Have project management skills (PMP certification or equivalent experience preferred) with the ability to manage multiple technical initiatives and customer engagements simultaneously

Display excellent communication, analytical, and problem-solving skills, with the ability to explain complex technical concepts, resolve customer issues efficiently, build trusted relationships, and consistently drive high levels of customer satisfaction and retention in a fast-paced environment

Salary Range or On Target Earnings:Minimum:$97,600.00Maximum:$225,700.00In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.We also have a location based compensation structure;  there may be a different range for candidates in this and other locations.Ways of WorkingOur structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.BenefitsAs part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.