Job Title: Technical Account Manager Department: CloudDesk
Reports to: Manager of CloudDesk Effective Date: 7/8/25k
Employment Type: Full Time Work Location: Sunnyvale or Remotek
Classification: Exemptk
Job Summary
Zultys Technical Account Manager (TAM) will manage installation projects and provisioning of new customer systems and existing system additions working closely with customers. TAM will provide ongoing post installation support to existing accounts, taking ownership of customer issues reported and seeing problems through to resolution. TAM will use Phone, email, and remote sessions to give clients quick answers to simple configuration issues. For more complex problems you will assist in the escalation of cases to Zultys technical support and engineering.
Work Location
- This is a remote full-time position from your home office so no travel is needed.
- A reliable high speed internet connection is required.
- There is an emergency on-call rotation that you will be part of.
Duties/Responsibilities
- Manage projects and still make time for daily work responsibilities, ie: service cases, project status updates, closure activities
- Develop project plans to be shared with clients as well as other staff members.
- Coordinate and manage expectations with customers on project deliverables.
- Diagnose and troubleshoot technical issues, including System setup, network configuration to provide immediate support.
- Ask customers targeted questions to quickly understand the root of the problem
- Refer to internal database or external resources to provide accurate solutions
- Provide prompt and accurate feedback to customers
- Properly escalate unresolved issues to appropriate internal teams (e.g. technical support)
- Track the reported issues through to resolution, within agreed time limits.
- Ensure all communications are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their system is fully functional after troubleshooting
- Document technical knowledge in team confluence page
Required Skills/Abilities
- Possess a high level of empathy, excellent soft skills and customer service best practices.
- Self-motivated, able to drive projects to completion.
- Professional written and interpersonal skills are essential when communicating with customers and clients.
- Consistent follow through and ability to hit deadlines.
- Ability to work under pressure.
- Ability to prioritize tasks based on urgency and importance.
- Good time-management skills.
- Motivation to learn new skills and technologies.
- Excellent diagnostics skills.
- Working knowledge of networking, VOIP, UCaaS, Call center, PBXs, voice mail, with practical experience in implementing systems in these areas is preferred.
Education and Experience
- Minimum 0 – 2 years of experience as a Technical Account Manager or similar role providing telephone or computer customer services.
- BS degree in Information Technology, Computer Science, or equivalent experience.
