What you can expect
We are looking for an amazing Technical Account Manager (TAM) to join our team in Japan. The ideal candidate will build trusted relationships with customers and internal partners alike, ensuring success with Zoom products and services. Your efforts will drive customer satisfaction and happiness. This is Tokyo based role, which required to commute to the office twice a week.
About the Team
The TAM team plays a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated technical consultants for customers. We provide our customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.
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Responsibilities
- Serve as a technical subject matter expert on Zoom's architecture and video/audio collaboration space.
- Partner closely with the customer account team ( Account Executive and Customer Success Manager) to drive and strengthen the customer relationship
- Be the primary point of contact to drive complex technical escalations towards timely resolution.
- Provide technical consultations for architecture integration and service optimization
- Manage technical feature requests and requirements that are key to the customer's success and process workflow.-
- Develop a trusted- technical advisor relationship with customers and provide recommendations based on the Zoom product suite to address their business needs in partnership with the Customer Success Manager.-
- Partner with Customer Success Manager to notify customers about product enhancements and incremental product releases.
- Be the Voice of Customer internally within Zoom to drive prioritization of business needs for our customers working hand in hand with the assigned Customer Success Manager
What we're looking for
• Have proficiency in Japanese and English (Oral/written) & Have eligible Working sponsorship
• Have a solid understanding of IP Telephony, SIP or H323, and Audio/Video codecs
• Have experience working with Enterprise level accounts and contacts
• Have experience in troubleshooting network problems, firewalls, NAT etc.
• Articulate complex technical topics, diplomatically address customer concerns, while providing consistent and high levels of customer satisfaction and retention in fast-growing environment.
• Demonstrate exceptional customer-facing abilities with a proactive, consultative approach to deliver best-in-class customer satisfaction
• Have professional communication, analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
• Have proficiency with Video conferencing or Unified communication solutions such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync/Office365.
期待される役割
日本チームで素晴らしいテクニカルアカウントマネージャー（TAM）を募集しています。理想的な候補者は、お客様および社内パートナーとの信頼関係を構築し、Zoom製品とサービスの成功を確実にします。あなたの努力は、お客様の満足度と幸せを向上させます。この役割は東京を拠点とし、週2回のオフィス出勤が必要です。
チームについて
TAMチームは、Zoom内でのお客様体験の向上において重要な役割を果たしています。私たちは関係を構築し、製品の使用を促進し、お客様専任の技術コンサルタントとして活動します。お客様が私たちのソリューションで成功できるよう有用なリソースを提供し、社内手順を効果的に管理し、部門横断的に業務を行います。私たちの成功は、卓越性への取り組みを持って戦略を一貫して実施することで達成されます。
職務詳細
- Zoomのアーキテクチャーおよびビデオ/オーディオコラボレーション分野の技術専門家としての立ち回り
- 顧客アカウントチーム（アカウントエグゼクティブおよびカスタマーサクセスマネージャー）と密接に連携し、顧客関係強化すること
- 複雑な技術的エスカレーションを適時解決に導く主要な連絡窓口となること
- アーキテクチャ統合とサービス最適化の技術コンサルテーションを提供すること
- 顧客の成功とプロセスワークフローに重要な技術的機能要求と要件を管理すること
- 顧客との信頼できる技術アドバイザー関係を構築し、カスタマーサクセスマネージャーと連携してZoom製品スイートに基づくビジネスニーズへの推奨事項を提供すること
- カスタマーサクセスマネージャーと協力して、製品の機能強化と段階的な製品リリースについて顧客に通知すること
- 担当カスタマーサクセスマネージャーと協力して、Zoom内部で顧客の声として活動し、顧客のビジネスニーズの優先順位付けを推進すること
求めるスキル・ご経験
- 日本語と英語の実務能力（口頭/文書）および有効な就労資格をお持ちの方
- IPテレフォニー、SIPまたはH323、オーディオ/ビデオコーデックに関する確かな理解がある方
- エンタープライズレベルのアカウントおよび取引先との業務経験がある方
- ネットワーク問題、ファイアウォール、NATなどのトラブルシューティング経験がある方
- 複雑な技術的トピックを明確に説明し、急成長する環境で一貫した高水準の顧客満足度と維持を提供しながら、外交的に顧客の懸念に対応できる方
- 最高クラスの顧客満足度を提供するための積極的なコンサルティングアプローチで、優れた顧客対応能力を実証できる方
- 専門的なコミュニケーション能力、分析力、問題解決能力を持ち、問題に対する迅速な解決能力を備えている方
- Cisco/Tandberg、Polycom、Lifesize、Microsoft Lync/Office365などのビデオ会議やユニファイドコミュニケーションソリューションに精通している方
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
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. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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 Webinars.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know-we're here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.