Sr. Technical Account Manager, Enterprise (Pacific Time)
Sr. Technical Account Manager, Enterprise (Pacific Time)
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Job Description
About Zapier
Were humans who simply think computers should do more work.
At Zapier were not just making softwarewere building a platform to help millions of businesses globally scale with automation and AI. Our mission is to make automation work for everyone by delivering products that delight our customers. Youll collaborate with brilliant people use the latest tools and leverage the flexibility of remote work. Your work will directly fuel our customers success and as they grow so will you.
Job Posted: 04/29/2025
Location: North America (PST working hours required)
Hi there!
Zapiers on a mission to make everyone more productive at work. We help people automate the boring and repetitive parts of their day so they can focus on meaningful work. Were looking for a Sr. Technical Account Manager to join our growing Enterprise team. In this role youll work directly with our most strategic customers helping them design scalable workflows troubleshoot technical issues and build longterm automation strategies that drive business success.
Our Commitment to Applicants
About You
Youre deeply experienced in technical customer support for upmarket or Enterprise customers. Youve spent 7 years working in API support SaaS environments or consulting roles where solving complex technical challenges was the norm.
You have strong technical acumen. You can confidently read logs debug highly technical workflows and interpret error messages. Youre comfortable navigating the backend of systems and can troubleshoot issues that go far beyond surfacelevel symptoms.
You understand how webhooks APIs and authentication schemes work. You can explain these concepts to both technical and nontechnical stakeholders and arent afraid to dive into a payload or script to figure out whats wrong.
Youre familiar with common programming languages and coding concepts. You may not be a developer but you can confidently read understand and debug basic code. Bonus points if youve got working knowledge working with JavaScript or Python especially in automation or data transformation use cases.
Youve worked closely with Enterprise customers and understand how their needs differ from selfserve or SMB segments. You tailor your approach to stakeholders with varied technical backgrounds and build trust by providing reliable and scalable solutions.
Youre an excellent written and verbal communicator. Whether its live on a Zoom call or documenting your findings you convey complex information in clear and useful ways.
You love collaborating. From Sales and Success to Product and Engineering you know how to partner crossfunctionally to resolve issues and advocate for customer needs.
Youre passionate about automation. You stay uptodate on industry trends and get excited about helping customers unlock value with Zapier.
Things Youll Do
Technical Support and Troubleshooting:
Provide 1:1 priority support for Enterprise customers resolving businesscritical issues promptly and effectively.
Offer comprehensive technical guidance and troubleshooting assistance through multiple channels such as scheduled Zoom calls email and support tickets.
Develop and present action plans and use case visualizations to assist customers in designing efficient workflows using Zapier.
Customer Relationship Management:
Build and maintain strong relationships with assigned customers and multiple stakeholders acting as their dedicated support representative and internal advocate.
Schedule regular Zoom calls for customer checkins providing ongoing guidance workflow reviews and brainstorming expansion opportunities.
Manage a portfolio of assigned customers ensuring proactive personalized attention timely assistance and strategic guidance.
Crossfunctional Collaboration
Foster strong relationships with Sales Success Product Marketing and Engineering teams to ensure seamless customer support and integrate feedback into organizational processes.
Coordinate across teams to rapidly address complex issues and manage escalations.
Serve as a liaison between assigned customers and internal teams to maintain clear communication and deliver a topnotch customer experience.
Partner closely with the Customer Success team to support development and implement customized success strategies for each customer.
Customer Strategy:
Implement processes for monitoring and analyzing customer health metrics usage patterns and engagement levels.
Provide regular health reports to customers and internal teams to proactively address potential issues.
Encourage proactive use of Zapier by guiding customers on best practices and advanced features to enhance productivity.
How to Apply
At Zapier we believe that diverse perspectives and experiences make us better which is why we have a nonstandard application process designed to promote inclusion and equity. Were looking for the best fit for each of our roles regardless of the type of companies in your background so we encourage you to apply even if your skills and experiences dont exactly match the job description. All we ask is that you answer a few indepth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
Education is not a requirement for our roles; however if you receive an offer you will need to include your most recent educational experience as part of our background check process.
After you apply you are going to hear back from useven if we dont see an immediate fit with our team. In fact throughout the process we strive to never go more than seven days without letting you know the status of your application. We know well make mistakes from time to time so if you ever have questions about where you stand or about the process just ask your recruiter!
Zapier is an equalopportunity employer and were excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someones identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity Inclusion Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants including those with criminal histories consistent with applicable laws.
Zapier prioritizes the security of our customers information and is dedicated to adhering to all applicable data privacy laws. You can review our privacy policy here.
Zapier is committed to inclusion. As part of this commitment Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process please contact .
Application Deadline:
The anticipated application window is 30 days from the date job is posted unless the number of applicants requires it to close sooner or later or if the position is filled.
Even though were an allremote company we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.
Required Experience:
Manager
Employment Type
Full-Time
