We are looking for an amazing Manager of our Technical Account Services to join our Premier Services Team. The ideal candidate will build strong relationships with customers and internal partners alike, ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness.

RESPONSIBILITIES:

• Coach & mentor your team of highly motivated Technical Account Manager (TAM) Professionals to develop customer engagement skills and competencies for our Premier Services.

• Help manage, recruit, coach, train and develop a growing and energetic team of talented Technical Account Manager professionals ensuring all business processes, policies and work practices are followed to the highest standards.

• Facilitating and owning experiences and being an escalation point to various cross-functional teams at Zoom, on behalf of the customer.

• Has an ability to help develop strategic team initiatives and KPIs for their respective TAM team and the Premier Services program.

• Manage team to achieve quarterly goals and provide clear reporting on metrics.

• Regularly assess team processes to proactively identify risk factors and new growth opportunities.

• Identify underperformance and manage with senior support.

• Exemplify an outcome/results-oriented approach 

• Work with other team managers / leaders to help make data-driven decisions, regularly analyzing and improving upon team processes by identifying risk factors and growth opportunities. 

• Assist with high priority requests or issue escalations as needed.

• Partner closely with the customer account team (Account Executive and Customer Success Manager) to drive and strengthen the customer relationship.

• Partner with Customer Success Managers, Escalations Team and Service Engineers to help drive appropriate priority and responses for active Service Tickets.

• Assist with customer escalations for items that require management involvement or attention.

• Assist with sales questions and customer presentations, as necessary, to promote growth and renewals of the Premier Service Portfolio.

REQUIREMENTS: 

• Bachelor’s degree in Engineering/Computer Science/Technology or equivalent years of experience preferred but not required.

• 5+ years of management experience of a technical team in a customer facing organization.

• 5+ years’ working in SaaS Industry and/or Unified Collaboration experience required.

• Previous Technical Account Manager, Client Service Management and/or Solutions/Sales Engineering experience is highly desired.

• Project Management / PMP skills preferred by not required

• Excellent communication, analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.

• Understanding of IP Telephony, SIP or H323, and Audio/Video codecs desired, but not required.

• Understanding of the Unified Communication solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync/Office365 and/or Zoom solutions desired, but not required.

• Able to analyze trends, understand metrics and present to upper management.

• Great interpersonal skills with a positive attitude.

• Outstanding verbal and written communication skills in English, including experience conducting executive presentations. 

• Ability to work independently with limited direction in a fast-paced environment.

• Flexibility to travel.

Colorado Salary Range or On Target Earnings:

Minimum:

$101,070.00 USD

Maximum :

$187,020.00 USD

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. Information about Zoom’s benefits is here. 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 other locations.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

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