Senior Technical Account Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Serve as a designated senior technical partner for Enterprise customers within the post-sale team.

• Utilize dedicated TAM hours for architecture, hands-on development, technical enablement, and proactive account planning.

• Design, construct, and enhance automations linked to significant business results.

• Convert complex processes into workflow architectures that encompass data movement, business logic, exception paths, and operational controls.

• Collaborate with customer teams to transition use cases from concept to dependable production operation.

• Evaluate automations for reliability, efficiency, maintainability, and optimal use of Zapier.

• Diagnose issues related to Zapier, APIs, authentication, data formats, and connected applications.

• Enhance error handling, monitoring, alerts, fallback behavior, and recovery processes.

• Foster customer understanding and formulate technical account plans.

• Facilitate working sessions, architecture reviews, implementation discussions, and executive dialogues.

• Collaborate with Customer Success on adoption, value, retention, and growth strategies.

• Provide technical insights for account planning, business reviews, renewals, and expansion efforts.

• Identify blockers, adoption gaps, and architectural risks, and drive solutions accordingly.

• Lead team and cross-functional initiatives aimed at creating scalable solutions and reusable methodologies.

• Deliver technically grounded customer feedback to Product and Engineering teams.

• Advocate for Enterprise fixes and features supported by portfolio evidence.

• Manage complex escalations and set customer expectations effectively.

• Share insights that enhance product quality, documentation, supportability, and the overall Enterprise experience.

• Assist customers in making responsible AI implementation choices, including those related to deterministic automation, AI-assisted workflows, agentic systems, evaluation, oversight, security, governance, and MCP.

⛳️ Requirements

• Over 7 years of experience in technical account management, solutions architecture, customer engineering, sales engineering, implementation consulting, or similar customer-facing technical roles.

• Proven track record of measurably enhancing outcomes across an Enterprise portfolio.

• Experience in building integrations, automations, or API-based solutions.

• Practical knowledge of Zapier or other comparable automation and integration platforms.

• Experience managing complex technical relationships with Enterprise customers and communicating effectively with both builders and executives.

• Strong understanding of APIs, webhooks, authentication, structured data, application integrations, and conditional workflow logic.

• Ability to diagnose complex, ambiguous multi-system issues and design for production reliability, monitoring, recovery, and maintainability.

• Excellent judgment when balancing customer needs, feasibility, risk, scale, and long-term value.

• Capability to operate independently in an ambiguous environment and drive initiatives across internal teams.

• Hands-on experience with AI tools and a practical understanding of AI-assisted workflows, agentic systems, evaluation, oversight, and governance.

• Availability for Pacific Time (PST) working hours is required.

• Must be authorized to work from the home location; Zapier does not sponsor visas or transfers.

🏝️ Benefits

• Bonus opportunities.

• Fully remote work environment.

• Reasonable accommodations available for applicants with disabilities.

• Commitment to an equal-opportunity and inclusive workplace.

• Compensation philosophy focused on competitive, equitable, straightforward, and transparent pay.