Technical Account Manager

At Zoom Technical Account Managers are trusted technical advisors at the heart of our most strategic enterprise relationships working closely with customers to ensure they get the most from Zoom Workplace. You will serve as the primary technical point of contact for a portfolio of enterprise accounts bridging the gap between customer needs and Zooms product capabilities through expert consultation proactive engagement and swift resolution of complex challenges. This is a role for someone who is energised by technical depth and relationship breadth in equal measure comfortable in executive conversations one hour and deep in a network troubleshooting session the next. You will collaborate closely with Account Executives Customer Success Managers and Engineering teams to drive customer outcomes and shape the long-term success of our Premier Support offering.

The Technical Account Management team is part of Zooms Premier Support organisation dedicated to delivering high-touch technical partnership to enterprise customers. The team works at the intersection of product expertise customer advocacy and cross-functional collaboration partnering closely with Sales Customer Success and Engineering to resolve complex issues and drive proactive outcomes. As Zooms product portfolio continues to grow the team plays an increasingly strategic role in helping customers unlock the full value of Zoom Workplace and the broader ecosystem.

• Serve as the primary technical subject-matter expert on Zooms architecture and collaboration suite providing expert consultations on integration service optimisation and product adoption for enterprise accounts.
• Build and maintain trusted technical advisor relationships with enterprise customers delivering tailored recommendations across the Zoom Workplace product suite in close partnership with Customer Success Managers.
• Drive complex technical escalations to timely resolution acting as the customers primary internal advocate and coordinating across Engineering Product and Support teams.
• Engage with senior customer stakeholders on strategic initiatives identifying opportunities to improve operational performance productivity and efficiency through Zoom solutions.
• Partner with Account Executives and Customer Success Managers to strengthen customer relationships support product adoption and align on technical strategy for incremental product releases.
• Manage and prioritise technical feature requests and requirements on behalf of customers ensuring their business needs are accurately represented and tracked within Zooms internal processes.
• Advocate internally for customer priorities balancing business needs across Zooms cross-functional teams to drive timely and outcome-focused resolutions.

• 5 years of experience in a client-facing technical role ideally as a Technical Account Manager or Escalation Engineer within the SaaS or enterprise software space.
• Strong enterprise-level communication and stakeholder management skills with the ability to articulate complex technical topics clearly to both technical and executive audiences.
• Solid understanding of IP Telephony SIP H.323 Audio/Video codecs network troubleshooting (firewalls NAT UDP/TCP/IP) and network topology including PBX Carriers and VoIP.
• Proficiency with Unified Communications platforms such as Zoom Workplace Cisco Microsoft Polycom or equivalent solutions; hands-on system administration experience across Windows Mac and Linux is a plus.
• Familiarity with Zooms partner and ecosystem with the ability to connect customer needs to the broader Zoom product suite and third-party integrations.
• Cisco certifications (CCNA CCNP or CCIE) are a plus; a Bachelors degree in Engineering Computer Science or a related field or equivalent work experience.
• Demonstrated ability to work independently in a fast-paced high-growth environment with a collaborative mindset and a willingness to support and informally mentor peers when the opportunity arises.

Ways of Working
Our 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.

Benefits
As 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.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise and today help people communicate better with products like Zoom Contact Center Zoom Phone Zoom Events Zoom Apps Zoom Rooms and Zoom Webinars.
Were problem-solvers working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative growth-focused environment.

Our Commitment

At Zoom we believe great work happens when people feel supported and empowered. Were committed to fair hiring practices that ensure every candidate is evaluated based on skills experience and potential. If you require an accommodation during the hiring process let us knowwere here to support you at every step.

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