Manager, Premier Technical Account Management

6 months ago

Sydney, Australia Zoom Full time

**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.

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.

At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here.

**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.

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