Manager, Technical Account Managers

About This Role

We are looking for an amazing Manager of our Technical Account Services to join our Premier Services Team. The ideal candidate will build strong relationships with customers and internal partners alike, ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness.

RESPONSIBILITIES:

• Coach & mentor your team of highly motivated Technical Account Manager (TAM) Professionals to develop customer engagement skills and competencies for our Premier Services.
• Help manage, recruit, coach, train and develop a growing and energetic team of talented Technical Account Manager professionals ensuring all business processes, policies and work practices are followed to the highest standards.
• Facilitating and owning experiences and being an escalation point to various cross-functional teams at Zoom, on behalf of the customer.
• Has an ability to help develop strategic team initiatives and KPIs for their respective TAM team and the Premier Services program.
• Manage team to achieve quarterly goals and provide clear reporting on metrics.
• Regularly assess team processes to proactively identify risk factors and new growth opportunities.
• Identify underperformance and manage with senior support.
• Exemplify an outcome/results-oriented approach 
• Work with other team managers / leaders to help make data-driven decisions, regularly analyzing and improving upon team processes by identifying risk factors and growth opportunities. 
• Assist with high priority requests or issue escalations as needed.
• Partner closely with the customer account team (Account Executive and Customer Success Manager) to drive and strengthen the customer relationship.
• Partner with Customer Success Managers, Escalations Team and Service Engineers to help drive appropriate priority and responses for active Service Tickets.
• Assist with customer escalations for items that require management involvement or attention.
• Assist with sales questions and customer presentations, as necessary, to promote growth and renewals of the Premier Service Portfolio.

REQUIREMENTS: 

• Bachelor’s degree in Engineering/Computer Science/Technology or equivalent years of experience preferred but not required.
• 2+ years of management experience of a technical team in a customer facing organization preferred.
• 5+ years’ working in SaaS Industry and/or Unified Collaboration experience required.
• Previous Technical Account Manager, Client Service Management and/or Solutions/Sales Engineering experience is highly desired.
• Project Management / PMP skills preferred by not required
• Excellent communication, analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
• Understanding of IP Telephony, SIP or H323, and Audio/Video codecs desired, but not required.
• Understanding of the Unified Communication solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync/Office365 and/or Zoom solutions desired, but not required.
• Able to analyze trends, understand metrics and present to upper management.
• Great interpersonal skills with a positive attitude.
• Outstanding verbal and written communication skills in English, including experience conducting executive presentations. 
• Ability to work independently with limited direction in a fast-paced environment.
• Flexibility to travel.

Salary Range or On Target Earnings:

Minimum:

$89,800.00Maximum:

$209,600.00In 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.

Information about Zoom’s benefits is on our careers page here. 

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.

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Explore Zoom:

• Hear from our leadership team
• Browse Awards and Employee Reviews on Comparably
• Visit our Blog
• Zoom with us!
• Find us on social at the links below and on Instagram
• View more jobs, sign up for job alerts and join our talent community. Visit the Zoom careers site.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.