Technical Account Manager

Remote, United States • Full time

What You Can Expect

We 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 Team

The 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

Requirements

• 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

Pay

Minimum Salary Range or On Target Earnings: $97,600.00 - $225,700.00. In addition to the base salary, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus, and equity value.

Schedule

Our structured hybrid approach is centered around our offices and remote work environments. This role is Remote.

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.