Manager, Technical Accounts
The Manager, Technical Accounts at Zenoti serves as the strategic and technical liaison for assigned customer accounts, ensuring their operational success on the Zenoti platform. This role is integral to the Support Technical Account Management (TAM) team, focusing on enhancing customer engagement and satisfaction. Zenoti is a leading provider of cloud-based software solutions tailored for the beauty and wellness industry, empowering businesses to streamline operations and improve customer retention.
Key responsibilities include serving as the primary point of contact for customer-reported issues, collaborating with internal Support, Customer Success Management (CSM), and Product teams to drive timely, high-quality resolutions. The Manager conducts regular calls with customers to review open issues, gather insights, and recommend workflow optimizations within Zenoti. Additionally, the role involves documenting and maintaining up-to-date account records, including call summaries, issue statuses, risks, and required internal actions.
The position requires a minimum of 9 years of experience, including at least 7 years in Technical Account Management or Technical/Product Support roles for enterprise SaaS applications. Candidates should possess strong logical reasoning, troubleshooting abilities, and a problem-solving mindset. Excellent verbal and written communication skills are essential, with the ability to manage executive-level customer stakeholders and navigate sensitive escalations. An ownership mindset with the ability to proactively detect, address, and escalate high-impact issues is also crucial. Willingness to travel up to 10% as required is expected.
Zenoti offers a comprehensive benefits package, including medical, dental, and vision coverage, participation in the company 401(k) plan, unlimited paid time off, paid parental leave, and flexible work hours. The company also provides programs, classes, and activities supporting physical and mental well-being, led by Zenoti's dedicated Chief Wellness Officer.
Joining Zenoti means becoming part of a high-growth, innovative company transforming the beauty and wellness industry. The dynamic and collaborative work environment offers opportunities for professional growth, learning, and career advancement. Zenoti's commitment to empowering people to feel good and find their greatness makes it an attractive place to build a career.