About the Role
Zenoti is seeking a highly skilled and customer-obsessed
Lead, Technical Accounts
to partner with some of the world s leading salons, spas, medical spas, and wellness businesses. As a Lead, Technical Accounts in the Support TAM team - you will act as the strategic and technical liaison for assigned customer accounts, ensuring their operational success on the Zenoti platform. This role blends technical troubleshooting, account oversight, analytics, customer relationship management, and cross-functional collaboration. You will drive improved customer experience, ensure seamless issue resolution, and act as the voice of the customer within Support and Product.
What You Will Be Doing
Customer Engagement Issue Ownership
- Serve as the primary point of contact for customer-reported issues, collaborating closely with internal Support, CSM, and Product teams to drive timely, high-quality resolutions.
- Conduct weekly/bi-weekly/monthly recurring calls with customers to review open issues, gather insights, and recommend workflow optimizations within Zenoti.
- Document and maintain up-to-date account records, including call summaries, issue status, risks, and required internal actions.
- Provide consultative guidance to help customers optimize operations, reporting, and systems use within Zenoti.
Support Excellence Operational Discipline
- Own and drive resolution for escalations, stuck tickets related to assigned accounts either taking direct control or coaching Support team members.
- Maintain a Support Issue Tracker per account for transparency, proactive communication, and cross-team alignment.
- Review aging, high-impact, or high-volume tickets frequently and ensure proper movement toward resolution with strong customer communication.
- Ensure no RED risk issues remain unaddressed; prioritize urgent action plans and communication to move issues back to GREEN.
Data-Driven Analysis Continuous Improvement
- Conduct structured root cause analyses (5 Whys, deep dives) for recurrent issues, creating actionable plans to prevent recurrence.
- Monitor detractors across all channels (system NPS, AskNicely, Google, Capterra, BBB, social media) and create mitigation plans including resolution, follow-ups.
- Provide weekly/bi-weekly/monthly portfolio updates to the Support Group Leadership Team (SGLT), highlighting risks, wins, trends, and required cross-functional support.
Documentation, Process Adherence Knowledge Contribution
- Record all recurring calls and upload them to the account (Epic) record for future reference and accountability.
- Maintain timely and accurate time tracking to support workload analysis, resource forecasting, and leadership reporting.
- Responsible for contributing quality artefacts including 5-Whys, troubleshooting guides, KB improvements, and product enhancement recommendations.
- Provide structured, actionable feedback to influence product improvements, workflows, and feature enhancements.
Cross-functional Collaboration
- Partner with Support Ops, CSMs, Engineering and Product teams to drive better customer outcomes.
- Coordinate closely with onboarding and implementation teams when reviewing inherited accounts with legacy challenges or historical setup inconsistencies.
- Act as the internal advocate for customers, ensuring alignment across all stakeholders.
What Skills You Need
Technical Analytical Skills
- Strong logical reasoning, troubleshooting ability, and problem-solving mindset.
- Familiarity with APIs, SQL, cloud computing, eCommerce integrations, Fintech, and SaaS infrastructure.
- Ability to understand and interpret logs, data mappings, business rules, and operational workflows.
- Experience with Intercom, JIRA, Confluence, or similar support tools is a plus.
Customer Communication Skills
- Excellent verbal and written communication, with the ability to translate technical concepts into customer-friendly language.
- Proven experience managing executive-level customer stakeholders and navigating sensitive escalations.
- Strong organizational skills to independently manage complex, multi-threaded customer issues.
Behavioral Competencies
- Ownership mindset with the ability to proactively detect, address, and escalate high-impact issues.
- Natural curiosity and a drive to understand root causes rather than treat symptoms.
- Ability to thrive in a fast-paced, high-growth environment with shifting priorities.
- Comfort working with global teams across multiple time zones.
Requirements
-
7 years of experience
, including at least 5 years in Technical Account Management, Technical/Product Support roles
for enterprise SaaS applications. - Proven success in customer-facing roles involving deep technical troubleshooting and multi-stakeholder coordination.
- Willingness to travel up to 10% as required.
- Bonus: Experience working with global support teams, in retail, or beauty/wellness industry clients.
