Senior Technical Account Manager

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable. Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on. 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. Benefits Unlimited Vacation 100% paid employee health benefit options (including medical, dental, and vision) Commuter Benefits 401(k) with employer funded match Corporate wellness programs through Wellhub Sabbatical leave (for employees with 5+ years of service) Competitive paid parental leave and fertility/family planning reimbursement Cell phone reimbursement Employee Resource Groups and ZocClubs to promote shared community and belonging Great Place to Work Certified Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity; your recruiter will discuss the full compensation package details. NYC Base Salary Range $132,500—$179,000 USD About Us Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish. Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws. Job Applicant Privacy Notice #J-18808-Ljbffr