Senior Enterprise Technical Account Manager

Zoom; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Zoom is seeking a Technical Account Manager to be the trusted technical advisor for enterprise accounts, bridging customer needs with Zoom's product capabilities through expert consultation and proactive engagement.

You will collaborate with Account Executives, Customer Success Managers, and Engineering to drive customer outcomes and shape the long-term success of our Premier Support offering while managing complex technical escalations.

Qualifications

• 5+ years in a client-facing technical role (e.g., Technical Account Manager or Escalation Engineer).
• Strong enterprise-level communication and stakeholder management skills.
• Solid understanding of IP Telephony, SIP, H.323, Audio/Video codecs, and network troubleshooting (firewalls, NAT, UDP/TCP/IP).
• Proficiency with Unified Communications platforms such as Zoom Workplace, Cisco, Microsoft, Polycom, or equivalent; hands-on system administration across Windows, Mac, and Linux is a plus.
• Familiarity with Zoom's partner ecosystem; Cisco certifications are a plus; a Bachelor's degree in Engineering, Computer Science, or related field.
• Demonstrated ability to work independently in a fast-paced, high-growth environment, with a collaborative mindset.

Responsibilities

• Serve as the primary technical SME on Zoom's architecture and collaboration suite for enterprise accounts.
• Build and maintain trusted advisor relationships, delivering tailored recommendations across the Zoom Workplace product suite.
• Drive complex technical escalations to timely resolution, coordinating with Engineering, Product, and Support teams.
• Engage with senior customer stakeholders on strategic initiatives to improve performance and efficiency through Zoom solutions.
• Partner with AEs and CSMs to strengthen relationships, drive product adoption, and align on technical strategy.
• Manage and prioritise feature requests and requirements on behalf of customers within Zoom's internal processes.
• Advocate for customer priorities to balance needs across cross-functional teams.

Skills

Client-facing experience

Executive communication

Network troubleshooting

Enterprise SaaS

Stakeholder management

Independent work

Education

Bachelor's degree in Engineering/Computer Science or related field

Tools

Windows

MacOS

Linux

Zoom Workplace

UC platforms

Job description

Zoom is seeking a Technical Account Manager to be the trusted technical advisor for enterprise accounts, bridging customer needs with Zoom's product capabilities through expert consultation and proactive engagement.

You will collaborate with Account Executives, Customer Success Managers, and Engineering to drive customer outcomes and shape the long-term success of our Premier Support offering while managing complex technical escalations.