Technical Account Manager

2 weeks ago

Ontario, Canada Zoom Video Communications, Inc. Full time

RESPONSIBILITIES:

- Partner closely with the customer account teams ( Account Executive and Customer Success Manager) to drive and strengthen the customer relationship
- Be the primary point of contact to drive complex technical escalations towards timely resolution (you will work with our escalation team to get to root-cause).
- Provide technical consultations for architecture integration and service optimization
- Manage technical feature requests and requirements that are key to the customer’s success and process workflow.
- Develop a trusted
- technical advisor relationship with customers and provide recommendations based on the Zoom product suite to address their business needs in partnership with the Customer Success Manager.
- Maintain a professional and friendly demeanor at all times.
- Exhibit patience and empathy when dealing with challenging situations.
- Record customer interactions and relevant information in our CRM system.
- Partner with Customer Success Manager to notify customers about product enhancements and incremental product releases. Be able to articulate any effects these changes will have on their business.
- You are the voice of your customers, prioritizing their business needs as it aligns with their Zoom spend. You know how to work with a client when things do not go as anticipated. You know what questions to ask and how to set expectations that improve the experience for your customer.

**REQUIREMENTS**:

- Bachelor’s degree in Engineering/Computer Science/Technology preferred; or equivalent experience
- 5+ years experience in a client-facing technical role
- Previous Technical Account Manager or Solutions/Sales Engineering experience is preferred.
- 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.
- Solid understanding of IP Telephony, SIP or H323, and Audio/Video codecs
- Experience in troubleshooting network problems, firewalls, NAT etc.
- 5 or more years of UCaaS or CCaaS experience
- Hands on system administration experience on Windows, Mac and Linux is a plus
- Ability to articulate complex technical topics, diplomatically address customer concerns, while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.

PREFERRED SKILLS:

- Executive Level interaction experience
- Mentor developing team members
- Act as a leader when the situation warrants
- Be flexible and able to function in a high growth environment
- UDP/TCP/IP networking knowledge
- Understanding of network topology and telecom architecture (PBX, Carriers and VoIP)
- Professional Certifications such as Six Sigma, ITIL, PMP, etc.
- Technical Certifications such as Cisco (CCNA, CCNP), Network+, SSCA, MCP, etc.

**Salary Range or On Target Earnings**:
Minimum:
$82,500.00 CAD

Maximum:
$144,500.00 CAD

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.

**About Us**

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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 problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

**Explore Zoom**:

- Hear from our leadership team
- Browse Awards and Employee Reviews on Comparably
- Visit our Blog
- Zoom with us

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. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.

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