Senior Technical Account Manager

Your Impact on Our Mission

As a Senior Technical Account Manager, you’ll serve as the technical leader and strategic owner of the customer experience for Zocdoc’s largest and most complex Enterprise accounts. Your mission is to ensure each customer’s integration, configuration, and workflows are designed to maximize their long-term value on Zocdoc.

You’ll combine deep technical expertise, customer understanding, and business insight to identify high-impact opportunities, anticipate risks, and lead complex technical initiatives. You’ll improve provider activation, appointment availability, integration reliability, and account scalability while resolving systemic issues that could limit customer growth. You’ll also guide customers and internal partners through complex decisions, create structure in ambiguous situations, and develop repeatable solutions that improve how the broader team works.

Ultimately, your work will strengthen customer trust, improve patient access to care, and drive retention and growth across Zocdoc’s most important Enterprise partnerships.

You’ll Enjoy This Role If You…

• Thrive in complex and evolving environments and can create a clear path forward when requirements, ownership, or solutions are not immediately clear.
• Think strategically about how technical configurations, healthcare workflows, and customer operating models affect long-term account performance.
• Communicate complex technical and business information with clarity and authority across senior customer leaders, Account Teams, Product, and Engineering.
• Build strong recommendations, influence decisions, and gain alignment across stakeholders with different priorities.
• Proactively identify opportunities to improve provider activation, availability, marketplace inventory, and integration reliability.
• Independently lead high-impact integrations, migrations, audits, and technical optimization initiatives.
• Balance immediate customer needs with scalable solutions that reduce future risk and operational friction.
• Use data such as sync reports, booking activity, provider inventory, and customer KPIs to prioritize work and demonstrate impact.
• Learn quickly from new and complex situations and turn those lessons into stronger processes, documentation, and guidance for the broader team.
• Build trust through transparency, sound judgment, empathy, and reliable execution during high-stakes customer moments.

Your Day-to-Day

The essential functions include, but are not limited to:

• Own the technical experience for a complex book of Enterprise customers, developing a deep understanding of their integrations, workflows, priorities, and growth opportunities.
• Lead proactive sync reviews, availability audits, and configuration assessments that improve provider activation, appointment inventory, integration reliability, and overall account performance.
• Investigate and resolve complex integration, configuration, and sync-related issues through strong root-cause analysis and durable solutions.
• Independently lead large integrations, migrations, audits, escalations, and other cross-functional technical initiatives.
• Create clear project plans, identify risks and dependencies, and ensure technical milestones and customer commitments are delivered on time.
• Serve as a trusted technical advisor to customers, Sales Executives, and Customer Success Managers by providing guidance on feasibility, technical risk, and implementation planning.
• Translate complex technical and business context into clear recommendations that influence customer and internal decisions.
• Maintain accurate technical account documentation and regularly identify emerging risks, recurring issue patterns, and opportunities for optimization.
• Partner closely with Customer Success, Sales, Product, Engineering, and Integration Support to create alignment and move complex work forward.
• Develop repeatable processes, documentation, automation, and AI-enabled solutions that improve quality, efficiency, and scalability across the TAM organization.
• Share knowledge and support peers on complex challenges, helping raise the standard of execution across the team.

You’ll Be Successful in This Role If You Have…

• 5+ years of experience in technical account management, technical support, implementation, solutions consulting, or a similar customer-facing technical role, including at least 2 years managing complex Enterprise customers, strategic client relationships, or cross-functional technical projects.
• Demonstrated success independently leading complex integrations, migrations, technical investigations, or customer optimization initiatives.
• Strong troubleshooting skills and a consistent focus on root-cause analysis and durable resolution.
• The ability to connect technical decisions to customer outcomes, operational scalability, retention, and commercial growth.
• Exceptional communication skills, including the ability to influence senior technical and non-technical stakeholders.
• Strong project leadership skills and experience managing timelines, risks, dependencies, and cross-functional ownership.
• Experience with tools such as Jira, Confluence, Postman, Salesforce, or similar platforms.
• Working knowledge of APIs, system integrations, data flows, network troubleshooting, or technical configurations.
• Experience with EHR, healthcare technology, or scheduling integrations is a plus.
• A bachelor’s degree in a computer-related field, relevant technical certifications, or equivalent professional experience is a plus.