Technical Account Manager

Zocdoc•New York, NY

2d•Hybrid

About The Position

As a Technical Account Manager (TAM), you’ll serve as a consultative technical resource, providing responsive support to maintain the stability and accuracy of Zocdoc’s integration with a practice’s Electronic Health Record (EHR) and proactive support to identify technical optimizations focused on Enterprise client growth and success. Your primary focus will be identifying opportunities to improve business results driven by integrations, investigating solutions, and acting on those solutions. Your work helps safeguard provider availability and ultimately ensures a seamless scheduling experience for patients and providers alike. Additionally, you’ll focus on investigating and resolving sync-related issues for all existing Enterprise clients. You’ll manage complex configurations, monitor integration health, and solve technical challenges that help maximize appointment inventory across large healthcare organizations. You’ll enjoy this role if you are… Thrive in a fast-paced, evolving environment by proactively identifying and addressing challenges that impact client success metrics. Communicate with clarity and confidence, effectively collaborating across technical and non-technical stakeholders—including Account Teams, Engineering, and Product—to ensure alignment with strategic client goals. Commit to delivering high-impact, client-centric support by anticipating needs, independently initiating sync reviews, availability audits, and migrations, and maintaining strong, consultative relationships with Enterprise-level clients.. A self-starter who excels at managing ambiguity, taking initiative to update or create documentation, and resolving issues through data-driven problem solving. Actively seek growth opportunities by deepening technical expertise in areas such as EHR integrations and API behaviors and sharing this knowledge to uplift the team. Driven by measurable outcomes, regularly using sync reports, booking data, and client KPIs to prioritize work and demonstrate value. Focused on continuous improvement, consistently developing and executing technical project plans that drive results and support both client success and business objectives. Build trust through transparency, empathy, and reliable execution—especially during high-stakes moments like escalations or optimization initiatives.

Requirements

3 - 4+ years of experience in a Tier 2 technical support, help desk, or customer support role.
1+ years of commercial client success, account executive, or technical account management experience.
Proven expertise in troubleshooting complex technical issues with a strong analytical mindset and a bias toward root cause analysis and resolution.
Exceptional communication skills with the ability to translate technical concepts for non-technical audiences and influence stakeholders at all levels.
Familiarity with project management and troubleshooting tools such as Jira, Confluence, Postman, Salesforce, or similar.

Nice To Haves

Basic knowledge of network troubleshooting, API concepts, or system configurations is a plus.
Bachelor’s degree in a computer-related field or a mixture of IT-related certifications or relevant experience is a plus

Responsibilities

Outbound Enterprise Support: Manages a book of business, driving proactive tasks to completion for all technical troubleshooting and optimization initiatives for Tier 1 or 2 Enterprise clients.
Inbound Enterprise Support: Own technical troubleshooting, configuration adjustments, and ongoing integration account support for all Enterprise clients.
Troubleshooting & Investigations: Diagnose and resolve integration issues, reviewing system logs and integration health reports, and making configuration adjustments.
Project Assistance & Management: Develops project timelines and organizes technical work for Enterprise migrations, audits, and technical initiatives by collaborating with Integration Support, Enterprise Existing Business, and Engineering teams.
Client Communication: Anticipates client needs, leading, de-escalating, and managing integration-related challenges by acting as a technical liaison between clients and internal teams.
Implementation: Consulting on, deploying, and maintaining integrations for our existing Enterprise clients, including those outside designated books of business. Providing testing, QA, and go-live support as necessary to support newly implemented Enterprise scheduling.
Internal Teams Collaboration: Work closely with internal teams (Account Management, Customer Success, and Integration Maintenance) to support Enterprise clients post-implementation.

Benefits

Flexible, hybrid work environment at our convenient Soho location
Unlimited Vacation
100% paid employee health benefit options (including medical, dental, and vision)
Commuter Benefits
401(k) with employer-funded match
Corporate wellness program with Wellhub
Sabbatical leave (for employees with 5+ years of service)
Competitive paid parental leave and fertility/family planning reimbursement
Cell phone reimbursement
Catered lunch everyday along with beverages and snacks
Employee Resource Groups and ZocClubs to promote shared community and belonging
Great Place to Work Certified