Senior Technical Account Manager

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

📋 Description

• Act as a designated senior technical partner for Enterprise clients, builders, technical leaders, and executives.

• Utilize dedicated TAM hours to design, construct, and enhance automations linked to business objectives.

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

• Collaborate with customer teams to transition high-value use cases into dependable production operations.

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

• Resolve 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 develop technical account plans.

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

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

• Provide technical insights during account planning, business reviews, renewal preparations, and expansion discussions.

• Lead team and cross-functional projects that develop scalable solutions and reusable practices.

• Offer Product and Engineering technically grounded customer feedback.

• Manage complex escalations and set clear expectations for customers.

• Share ongoing insights to enhance the product, documentation, supportability, and Enterprise experience.

• Utilize AI tools responsibly and counsel customers on AI models, deterministic automation, AI-assisted workflows, agentic systems, evaluation, reliability, human oversight, security, governance, and MCP.

⛳️ Requirements

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

• Proven track record of significantly improving customer outcomes across an Enterprise portfolio.

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

• Hands-on familiarity with Zapier or similar automation and integration platforms.

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

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

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

• Strong customer judgment in balancing immediate requirements with technical feasibility, risk, scalability, and long-term value.

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

• Practical experience with AI tools and a solid understanding of AI-assisted workflows, agentic systems, evaluation, oversight, and governance.

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

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

🏝️ Benefits

• Bonus.

• All-remote work arrangement.

• Reasonable accommodations for candidates with disabilities.

• Equal-opportunity and inclusive workplace.

• Transparent, competitive, and equitable compensation practices.