Technical Account Manager

What you can expect 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. 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 ( 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 we’re looking for Have experience (5+) in a client-facing technical role, ideally as a Technical Account Manager or Solutions/Sales Engineer. Have a deep 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. Salary Range or On Target Earnings: Minimum: $97,600.00 Maximum: $225,700.00 In 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. 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. Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. 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. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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 proble ... (truncated, view full listing at source)