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Posted May 10Senior Technical Account Specialist
at Zenoti
Hyderabad, IndiaOn-site
Responsibilities
- 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.
- 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.
- 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.
- 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.
- Coordinate closely with onboarding and implementation teams when reviewing inherited accounts with legacy challenges or historical setup inconsistencies.
Requirements
- We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.
- As a TAM, you will act as the strategic and technical liaison for assigned customer accounts, ensuring their operational success on the Zenoti platform.
- Familiarity with APIs, SQL, cloud computing, eCommerce integrations, Fintech, and SaaS infrastructure.
- Experience with Intercom, JIRA, Confluence, or similar support tools is a plus.
- 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.
- Ability to thrive in a fast-paced, high-growth environment with shifting priorities.
- experience , including at least 3 years in Technical Account Management, Technical/Product Support roles for enterprise SaaS applications.
- Experience working with global support teams, in retail, or beauty/wellness industry clients. Why Join Zenoti?
Benefits
- Willingness to travel up to 10% as required. Bonus:
- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Contact
- To learn more about Zenoti visit: https://www.zenoti.com
Additional details
- Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more.
- Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending.
- Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
- Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries.
- This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
- Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™.
- Job Description: Senior Technical Account Specialist
- Zenoti is seeking a highly skilled and customer-obsessed Support Technical Account Manager (TAM) to partner with some of the world’s leading salons, spas, medical spas, and wellness businesses.
- 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.