Senior Technical Account Manager

Zocdoc • New York, NY

2d • $132,500 - $179,000 • Onsite

About The Position

As a Senior Technical Account Manager, you’ll serve as the technical leader and strategic owner of the customer experience for Zocdoc’s largest and most complex Enterprise accounts. Your mission is to ensure each customer’s integration, configuration, and workflows are designed to maximize their long-term value on Zocdoc.

You’ll combine deep technical expertise, customer understanding, and business insight to identify high-impact opportunities, anticipate risks, and lead complex technical initiatives. You’ll improve provider activation, appointment availability, integration reliability, and account scalability while resolving systemic issues that could limit customer growth. You’ll also guide customers and internal partners through complex decisions, create structure in ambiguous situations, and develop repeatable solutions that improve how the broader team works.

Ultimately, your work will strengthen customer trust, improve patient access to care, and drive retention and growth across Zocdoc’s most important Enterprise partnerships.

Requirements

• 5+ years of experience in technical account management, technical support, implementation, solutions consulting, or a similar customer-facing technical role, including at least 2 years managing complex Enterprise customers, strategic client relationships, or cross-functional technical projects.
• Demonstrated success independently leading complex integrations, migrations, technical investigations, or customer optimization initiatives.
• Strong troubleshooting skills and a consistent focus on root-cause analysis and durable resolution.
• The ability to connect technical decisions to customer outcomes, operational scalability, retention, and commercial growth.
• Exceptional communication skills, including the ability to influence senior technical and non-technical stakeholders.
• Strong project leadership skills and experience managing timelines, risks, dependencies, and cross-functional ownership.
• Experience with tools such as Jira, Confluence, Postman, Salesforce, or similar platforms.
• Working knowledge of APIs, system integrations, data flows, network troubleshooting, or technical configurations.

Nice To Haves

• Experience with EHR, healthcare technology, or scheduling integrations is a plus.
• A bachelor’s degree in a computer-related field, relevant technical certifications, or equivalent professional experience is a plus.

Responsibilities

• Own the technical experience for a complex book of Enterprise customers, developing a deep understanding of their integrations, workflows, priorities, and growth opportunities.
• Lead proactive sync reviews, availability audits, and configuration assessments that improve provider activation, appointment inventory, integration reliability, and overall account performance.
• Investigate and resolve complex integration, configuration, and sync-related issues through strong root-cause analysis and durable solutions.
• Independently lead large integrations, migrations, audits, escalations, and other cross-functional technical initiatives.
• Create clear project plans, identify risks and dependencies, and ensure technical milestones and customer commitments are delivered on time.
• Serve as a trusted technical advisor to customers, Sales Executives, and Customer Success Managers by providing guidance on feasibility, technical risk, and implementation planning.
• Translate complex technical and business context into clear recommendations that influence customer and internal decisions.
• Maintain accurate technical account documentation and regularly identify emerging risks, recurring issue patterns, and opportunities for optimization.
• Partner closely with Customer Success, Sales, Product, Engineering, and Integration Support to create alignment and move complex work forward.
• Develop repeatable processes, documentation, automation, and AI-enabled solutions that improve quality, efficiency, and scalability across the TAM organization.
• Share knowledge and support peers on complex challenges, helping raise the standard of execution across the team.

Benefits

• Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills.
• Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree