Technical Account Manager

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

As a Technical Account Manager (TAM), you’ll serve as a consultative technical resource, providing responsive support to maintain the stability and accuracy of Zocdoc’s integration with a practice’s Electronic Health Record (EHR) and proactive support to identify technical optimizations focused on Enterprise client growth and success. Your primary focus will be identifying opportunities to improve business results driven by integrations, investigating solutions, and acting on those solutions. Your work helps safeguard provider availability and ultimately ensures a seamless scheduling experience for patients and providers alike. Additionally, you’ll focus on investigating and resolving sync-related issues for all existing Enterprise clients. You’ll manage complex configurations, monitor integration health, and solve technical challenges that help maximize appointment inventory across large healthcare organizations.

• Thrive in a fast-paced, evolving environment by proactively identifying and addressing challenges that impact client success metrics.
• Communicate with clarity and confidence, effectively collaborating across technical and non-technical stakeholders—including Account Teams, Engineering, and Product—to ensure alignment with strategic client goals.
• Commit to delivering high-impact, client-centric support by anticipating needs, independently initiating sync reviews, availability audits, and migrations, and maintaining strong, consultative relationships with Enterprise-level clients..
• A self-starter who excels at managing ambiguity, taking initiative to update or create documentation, and resolving issues through data-driven problem solving.
• Actively seek growth opportunities by deepening technical expertise in areas such as EHR integrations and API behaviors and sharing this knowledge to uplift the team.
• Driven by measurable outcomes, regularly using sync reports, booking data, and client KPIs to prioritize work and demonstrate value.
• Focused on continuous improvement, consistently developing and executing technical project plans that drive results and support both client success and business objectives.
• Build trust through transparency, empathy, and reliable execution—especially during high-stakes moments like escalations or optimization initiatives.

The essential functions are listed, but not limited to:

• Outbound Enterprise Support: Manages a book of business, driving proactive tasks to completion for all technical troubleshooting and optimization initiatives for Tier 1 or 2 Enterprise clients.
• Inbound Enterprise Support: Own technical troubleshooting, configuration adjustments, and ongoing integration account support for all Enterprise clients.
• Troubleshooting & Investigations: Diagnose and resolve integration issues, reviewing system logs and integration health reports, and making configuration adjustments. 
• Project Assistance & Management: Develops project timelines and organizes technical work for Enterprise migrations, audits, and technical initiatives by collaborating with Integration Support, Enterprise Existing Business, and Engineering teams.
• Client Communication: Anticipates client needs, leading, de-escalating, and managing integration-related challenges by acting as a technical liaison between clients and internal teams.
• Implementation: Consulting on, deploying, and maintaining integrations for our existing Enterprise clients, including those outside designated books of business. Providing testing, QA, and go-live support as necessary to support newly implemented Enterprise scheduling.
• Internal Teams Collaboration: Work closely with internal teams (Account Management, Customer Success, and Integration Maintenance) to support Enterprise clients post-implementation.

• 3 - 4+ years of experience in a Tier 2 technical support, help desk, or customer support role.
• 1+ years of commercial client success, account executive, or technical account management experience.
• Proven expertise in troubleshooting complex technical issues with a strong analytical mindset and a bias toward root cause analysis and resolution.
• Exceptional communication skills with the ability to translate technical concepts for non-technical audiences and influence stakeholders at all levels.
• Familiarity with project management and troubleshooting tools such as Jira, Confluence, Postman, Salesforce, or similar.
• Basic knowledge of network troubleshooting, API concepts, or system configurations is a plus.
• Bachelor’s degree in a computer-related field or a mixture of IT-related certifications or relevant experience is a plus