Strategic Technical Account Manager

Zoom; United States; Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Benefits program

Job summary

Zoom is seeking a Technical Account Manager to join the Pooled TAM initiative. You will be a trusted technical resource for a broad portfolio of customers, guiding them toward the best outcomes with Zoom Workplace while representing their needs internally.

You bring a BS in Engineering/CS (or equivalent), 3+ years in a client-facing technical role, and strong networking and video codec expertise. Excellent communication and problem-solving skills are essential for success in a fast-paced,

Qualifications

• Bachelor's degree in Engineering, Computer Science, or related technology field or equivalent experience.
• 3+ years in a client-facing technical role, with a background in technical customer support or account management.
• Solid understanding of IP Telephony, SIP or H.323, and Audio/Video codecs, with hands‑on experience troubleshooting network issues including firewalls and NAT.
• Experience with UDP/TCP/IP networking and familiarity with network topology and telecommunications architecture, including PBX, carriers, and VoIP.
• Proficiency with video conferencing or unified communications platforms such as Cisco/Tandberg, Polycom, Lifesize, or Microsoft Teams/Office 365.
• Exceptional communication and problem‑solving skills, with the ability to articulate complex technical topics and address customer concerns with diplomacy and consistency.
• Familiarity with Zoom's partner and ecosystem landscape; experience mentoring team members or leading in ambiguous, high‑growth environments is a plus.

Responsibilities

• Act as a technical subject matter expert on Zoom's architecture, video collaboration, and audio solutions, providing guidance that elevates the customer experience.
• Own escalation pathways for complex technical challenges, driving timely resolution and clear communication with customers and internal teams.
• Deliver technical consultations on architecture integration and service optimization to help customers unlock the full value of Zoom Workplace.
• Represent the voice of the customer internally, surfacing business priorities and influencing product and process decisions.
• Track and share metrics with TAM leadership to inform process improvements and communicate program updates.

Skills

IP Telephony

SIP/H.323

Networking

Video Conferencing

Communication Skills

Problem Solving

Education

Bachelor's degree

Tools

Cisco/Tandberg

Polycom

Lifesize

Microsoft Teams/Office 365

Job description

Zoom is seeking a Technical Account Manager to join the Pooled TAM initiative. You will be a trusted technical resource for a broad portfolio of customers, guiding them toward the best outcomes with Zoom Workplace while representing their needs internally.

You bring a BS in Engineering/CS (or equivalent), 3+ years in a client-facing technical role, and strong networking and video codec expertise. Excellent communication and problem-solving skills are essential for success in a fast-paced,