Technical Services Manager EMEA

Customer Services

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Technical Services Manager EMEA

  • R8667
  • Amsterdam, Netherlands
  • London, United Kingdom
  • Remote, United Kingdom
  • Customer Services
  • Full time

Work Styles at Zoom

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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 Services to join our Premier Services Team! The ideal candidate will be an integral part of the Premier Support Leadership Team and help build strong relationships with customers and internal partners alike, ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness.

 

Responsibilities

  • Lead the Technical Account Managers and Escalation Engineering Teams located throughout various countries in EMEA.

  • Help manage, recruit, coach, train and develop a growing and energetic team of talented Technical Account Manager and Escalation Engineering professionals, ensuring all business processes, policies and work practices are followed to the highest standards.

  • Facilitate and own the customer experience by being an escalation point to various cross-functional teams and customers.

  • Develop strategic team initiatives, KPIs and manage respective teams to achieve monthly/quarterly goals and identify and manage underperformance.

  • Be a go to resource for Sales to drive new growth opportunities for Premier Support Services with customers, including sales questions and customer presentations, as necessary, to promote growth and renewals of the Premier Service Portfolio.

  • 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 customer escalations, high priority requests, and Critical Accounts, that require management awareness or involvement.

  • 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, regional Support Teams, Management, and Service Engineers to help drive appropriate priority and responses for active Service Tickets thru resolution, including follow the sun processes.

Requirements

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

  • 5+ years of management experience of a customer facing technical organization.

  • 5+ years’ working in SaaS Industry and/or Unified Collaboration experience.

  • Previous Technical Account Manager, Client Service Management and/or Solutions/Sales Engineering experience working internally and externally with C-Level executives is highly desired.

  • Project Management / PMP experience preferred, but 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 Teams/Office365, 8x8, RingCentral, Avaya and/or Zoom solutions are highly desired.

  • Able to analyze trends, understand metrics and present to upper management and leadership teams.

  • Outstanding verbal and written communication skills in English, including experience conducting executive and customer presentations.

  • Team player with great interpersonal skills with a positive attitude.

  • Ability to work independently with limited direction in a fast-paced environment.

  • Flexibility to travel to international destinations, if or when required.

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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