Manager of Technical Account Services

| Greater Denver Area | Remote
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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.

Given Zoom’s status as a federal contractor, we are subject to President Biden’s Executive Order requiring COVID-19 vaccinations for all US employees. As such, Zoom requires all US employees, including remote employees, to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

Explore Zoom:

  • Hear from our leadership team

  • Browse Awards and Employee Reviews on Comparably

  • Visit our Blog

  • Zoom with us!

  • Find us on social at the links below and on Instagram

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Shell/BashLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • AWSDatabases
    • SalesforceCRM
    • ClariCRM
    • OutreachEmail
    • KnowledgeTreeEmail

Location

We are located North of the DTC area. Just a short drive away you can find trendy restaurants, bars, and the Cherry Creek Reservoir!
The United We Tech Series: The Zoom Episode
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An Insider's view of Zoom Video Communications

What’s the vibe like in the office?

This office is fun, driven, smart, and happy. We’re proud of each other, our product, and how we work hard to make our customers happy and cared for.

Michael

Developer Advocate

What projects are you most excited about?

Right now, I’m most excited about optimizing our enablement programs at Zoom. As our team grows, it’s vital that we scale our programs and processes thoughtfully to ensure every Zoomie feels comfortable, confident, and equipped for success in their role. Watching individuals evolve as Zoom experts is both fun and fulfilling!

Ashley

Customer Success Operations Manager

How has your career grown since starting at the company?

In my year and a half at Zoom, I’ve had the privilege of moving from a BDR, to a Team Lead, to an Account Executive. Through each step, my manager was transparent, approachable & committed to my own professional growth. Zoom recognizes that not all career paths are the same, and each manager takes an individual approach to identify what drives you.

Nicole

Small/Medium Business Account Executive

How do you empower your team to be more creative?

One of the things I love about Zoom is the trust they have in me that allows me to be creative. Being a leader at Zoom I'm able to watch my team collaborate and teach each other. For me that's creativity. People with different ideas and experiences working together with one purpose. By empowering people to be creative you open the door to success.

Tuckett

SMB VAST Sales Manager

What makes someone successful on your team?

Teamwork is in our day to day, not only with other BDRs, where each can provide different points of view in a situation, but also with the Account Executives that are an indispensable guide to succeed when looking for new clients.

Sandra

Business Development Rep.

What are Zoom Video Communications Perks + Benefits

Zoom Video Communications Benefits Overview

Zoom offers a wide range of benefits and perks to ensure our employees feel supported, enriched and cared for including free books, a wellness credit of $300 per month, and a multitude of Zoom-sponsored activities and celebrations to help you Work Happy.

To deliver this happiness to our employees, Zoom employs above-market and progressive compensation programs. At Zoom, we believe this is achieved through analyzing total direct compensation holistically. We offer all employees equity, allowing them to become owners who are vested in and benefit from the long-term success of the company.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
The Happy Crew is comprised of around 150 volunteers globally that deliver happiness internally to Zoom Employees!
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Employee Resource Groups include Veterans and [email protected] with more on the way!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Zoom listens to its employees. We’re growing and want our employees to be as happy as possible. One way we deliver this happiness is by continually building our benefits programs to best fit the wants and need of our employees. We also hold monthly Zoom Meetings with the whole company and our CEO Eric Yuan himself addresses questions or concerns submitted by employees. If you want to feel heard and appreciated join us in our ever evolving company and product!

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