Technical Account Manager

Zoom

6d • Hybrid

About The Position

We are looking for an amazing Technical Account Manager (TAM) with Contact Center experience to join our team. The ideal candidate will build impactful relationships with customers and internal partners alike, ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness. 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.

Requirements

• Have experience (3+) in a client-facing technical role, ideally as a Technical Account Manager or Solutions/Sales Engineer.
• Have an understanding of IP Telephony, SIP/H323, Audio/Video codecs, and experience in troubleshooting network issues (e.g., firewalls, NAT, etc.).
• Have experience with video conferencing and UC tools such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync/Office 365.
• Have administration experience with Windows, Mac, and Linux.
• Be familiar with cloud CCaaS platforms like NICE, Genesys, Five9, etc., and contact center technologies (ACD, omnichannel, routing).
• Have experience with on-premise solutions like Genesys Engage, and understanding of telecom infrastructure, including PBX, carriers, VoIP, and networking protocols like UDP/TCP/IP.
• Project management skills (PM but not required), with excellent communication, analytical, and problem-solving abilities to quickly resolve issues and drive customer satisfaction.

Responsibilities

• Serving as a technical subject matter expert on Zoom’s architecture and video/audio collaboration space
• Partnering closely with the customer account team ( Account Executive and Customer Success Manager) to drive and strengthen the customer relationship
• 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 prouct 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees