Technical Account Manager (TAM)

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences. 

This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby.

What you’ll do

The Solution Architect/Technical Account Manager will work with customers to help them get the most out of their Zuora investments, and drive the engagement team towards an optimal solution.As a Solution Architect/Technical Account Manager, you will draw on your customer-facing skills and technical acumen to help customers successfully manage and adopt Zuora products.

Your previous experience with financial infrastructure, program management, enterprise technology implementation, strategy development, and customer advocacy will play a critical part in your day to day work driving success at our most critical customers.As a Solution Architect/Technical Account Manager, you will regularly engage with your customers, including executives of large enterprises and a cross-functional and geographically dispersed team.

A successful TAM utilizes their relationship management and communication skills and technical credibility to effectively communicate at all levels of the organization.If this sound like something you’d love to do, plus, you’d like to be the among the first to join our newest team in the region. 

WHAT YOU’LL ACHIEVE

• Conduct requirements gathering, gap analysis, testing and support sessions with customers.
• Work directly with Zuora Product Engineers on customer use cases and feedbackCreate, review and understand data/object models documentation.
• Create, review and understand process flows and architecture diagrams.
• Help maintain the overall customer health and be focused on the technical health of the customer.
• Establish and maintain system configuration, architectures and an overall runbook for each of your customers.
• Provide your customers with expertise on their Zuora product configuration, our Zuora APIs and integration best practices.
• Document requirements and user stories and reviews the list of requirements/user stories with the customer for sign-off.Design and document sound functional and technical solutions, including process flows, technical customizations, and integrations.
• Provide guidance and updated best practices to customers using quarterly roadmaps and new features.
• Follow up with customers to ensure delivered work meets original requirements and approved designs.
• Review with the customer new or updated solutions, ensure the customer is satisfied with the work performedDevelops and delivers custom customer solution specific training materials.
• Supports the customer with regularly scheduled calls to answer functional and technical questions.

WHAT YOU’LL NEED TO BE SUCCESSFUL

• At least 3-5 years of enterprise level experience delivering moderate to complex Revenue and Finance solutions
• At least 3 to 5 years of experience in customer-facing solution delivery within a professional services organization, as a Technical Account Manager or Solution Architect and/or Senior Business Consultant with a leading technology consulting company. 
• 3-5 years of enterprise level expertise with ERP, Order to Cash, Billing, and/or CRM solutions a plus.
• Code experience such as SQL, PLSQL or another programming language Object oriented framework experience.
• Ability to review API documentation and assist customers in determining how best use APIs and troubleshoot API integrations.
• Ability to review Zuora workflows and assist customers in troubleshooting these workflows.
• Demonstrated leadership abilities to lead business discussions with customers and architect the value of our solution and the best practices to implement it.
• Experience in requirements gathering, use cases documentation, business analysis, systems design and integration, user interface design and implementation.
• Experience with solution implementation in the areas of revenue recognition, order-to-cash including account receivables, finance, and general ledger.
• Must be a strong team player with excellent communication skills at the business and technical level, able to collaborate as part of a team to deliver exceptional customer results in a rapid paced implementation environment.Experience managing tasks on multiple projects simultaneously.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world.