Manager, Technical Account Engineering

Customer Services (CS)

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Manager, Technical Account Engineering

  • R10386
  • Remote, United States
  • Customer Services (CS)
  • Full time

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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 Webinar.

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.

We are looking for a Manager of our Technical Account Engineering team to join our Premier Support Leadership Team. The ideal candidate will have experience building global technical support teams for high profile customers and managing critical situations with internal and external stakeholders to minimize service interruptions, while ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness.

MORE INFORMATION:

This role is part of a new offer in the Premier Support Portfolio and reports directly to the Head of Premier Support..  This position will be considered as the business owner for the operations and will be responsible for team readiness, program deliverables and customer commitments.  The ideal candidate has experience growing and organizing a global operations team that can provide services 7x24x365.  You will get the opportunity to build and structure the team, hire the necessary skills and talent for success, participate in the program and offer related decisions, assist with executive level escalations, and develop and implement appropriate operational processes and procedures, while implementing best practices and lessons learned improvements.  From a customer perspective, you are building a team that must be the ‘one stop shop’ for all technical support questions or issues, related to the onboarding and life cycle of select Zoom customers.  You will also assist in the growth of the program by helping Sales demonstrate the value and differentiation of the Support Model you are creating.   

RESPONSIBILITIES:

  • Coach & mentor your team of highly motivated Technical Account Engineers (TAE) to develop advanced troubleshooting skills and competencies 

  • Help manage, recruit, coach, train and develop a growing and energetic team of talented Escalation Engineers 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 EE team.

  • Manage team to achieve quarterly goals and develop 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 rest of the technical support team to provide excellent customer service

  • Partner with Customer Success Managers, Technical Account Managers 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.

  • Engage with customers as a point of escalation.

  • Make quick decisions to assist with commitments and actions required by Zoom to drive customer confidence and problem resolution.

REQUIREMENTS: 

  • Bachelor’s degree in Engineering/Computer Science/Technology or equivalent years of experience preferred but not required.

  • 10+ 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.

  • Project Management / PMP or equivalent organizational skills desired.

  • Excellent communication, analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.

  • Understanding and working experience with IP Telephony, SIP or H323, and Audio/Video codecs required.

  • Understanding of the UC solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync/Office365 and/or Zoom solutions 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.


 

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. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

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.

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Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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