Senior Technical Account Manager

Responsibilities

• Design, build, and improve customer automations tied to meaningful business outcomes.
• Translate complex processes into workflow architectures covering data movement, business logic, exception paths, and operational controls.
• Build alongside customer teams to move use cases into reliable production operation.
• Review automations for reliability, efficiency, maintainability, and effective platform use.
• Troubleshoot issues involving Zapier, APIs, authentication, data formats, and connected applications.
• Improve error handling, monitoring, alerts, fallback behavior, and recovery processes.
• Develop technical account plans covering use cases, architecture recommendations, risks, and next steps.
• Lead working sessions, architecture reviews, implementation discussions, and executive conversations.
• Partner with Customer Success on adoption, customer value, retention, growth, renewals, and expansion.
• Represent customer needs to Product and Engineering; coordinate complex escalations and communicate expectations.
• Lead cross-functional initiatives that turn recurring needs into scalable solutions and reusable practices.
• Advise customers on responsible AI implementation, model selection, evaluation, reliability, human oversight, security, and governance.
• Explain deterministic automation, AI-assisted workflows, and agentic systems, including emerging patterns such as the Model Context Protocol (MCP).

Requirements

• 7+ years of experience in technical account management, solutions architecture, customer engineering, sales engineering, implementation consulting, or a comparable customer-facing technical role.
• Demonstrated success improving outcomes across an Enterprise customer portfolio, including adoption, retention, renewals, or expansion.
• Hands-on experience building integrations, automations, or API-based solutions.
• Familiarity with Zapier or comparable automation and integration platforms.
• Experience managing complex technical relationships with Enterprise customers and communicating with both technical builders and executives.
• Strong knowledge of APIs, webhooks, authentication, structured data, application integrations, and conditional workflow logic.
• Ability to diagnose ambiguous, multi-system problems and design for production reliability, monitoring, recovery, and maintainability.
• Strong judgment regarding technical feasibility, risk, scale, and long-term customer value.
• Ability to work autonomously in an ambiguous environment and drive initiatives across multiple teams.
• Hands-on experience with AI tools and practical understanding of AI-assisted workflows, agentic systems, evaluation, oversight, and governance.

Compensation

• Annual salary: $55,000–$82,600.