Senior 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Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories.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 Senior Technical Account Manager, you’ll serve as a strategic technical partner to Zocdoc’s largest and most complex Enterprise customers. You’ll build a deep understanding of how each customer operates, what they are trying to achieve, and how their technical environment affects their business and patient access to care.

You’ll use technical depth, customer insight, and business judgment to uncover opportunities, anticipate risks, shape practical solutions, and guide customers through complex decisions. You’ll lead cross-functional initiatives that improve provider activation, appointment availability, integration reliability, and operational performance while helping customers realize greater value from Zocdoc.

You’ll also create structure in ambiguous situations, build alignment across customer and internal teams, and turn lessons from individual accounts into repeatable practices for the broader organization. Ultimately, your work will strengthen customer trust, help providers reach more patients, and drive durable growth and retention across Zocdoc’s most important Enterprise partnerships.

• Create structure and momentum in complex, evolving environments, turning unclear requirements, ownership, or solutions into a clear path forward and leading high-impact integrations, migrations, audits, and optimization initiatives.
• Connect technical decisions to business outcomes, using customer context and data to prioritize work that improves provider activation, availability, marketplace inventory, integration reliability, and account performance.
• Translate complexity and influence decisions, communicating clearly with senior customer leaders and internal teams while building recommendations that balance technical feasibility, customer value, timing, and competing priorities.
• Solve immediate problems in ways that improve the future, balancing urgent customer needs with scalable solutions that reduce recurring issues, operational friction, and long-term risk.
• Learn quickly, build trust, and raise the standard, staying effective in unfamiliar situations, communicating transparently during high-stakes moments, and turning lessons into stronger processes, documentation, and guidance for the broader team.

The essential functions include, but are not limited to:

• Own the strategic technical relationship for a complex Enterprise book of business, building a deep understanding of each customer’s business, workflows, priorities, success measures, risks, and growth objectives.
• Lead consultative discovery with customers and account teams, asking questions that uncover the business problem behind a technical request and translating customer goals into practical technical strategies.
• Shape and recommend solutions that balance customer value, technical feasibility, timing, risk, and commercial importance. Challenge requested approaches when they are unlikely to achieve the intended outcome.
• Serve as a trusted advisor through complex customer decisions, including integrations, migrations, audits, optimization efforts, escalations, renewals, and growth initiatives. Set expectations, manage tradeoffs, and maintain alignment across technical, operational, and executive stakeholders.
• Use customer data and technical insight to identify and prioritize opportunities and risks, improving outcomes such as provider activation, availability, inventory, integration reliability, customer experience, retention, and growth.
• Lead complex initiatives through influence and accountability, creating structure when the path is unclear, coordinating internal and customer stakeholders, managing dependencies, and driving commitments through implementation and validation.
• Maintain sufficient technical depth to diagnose issues, evaluate tradeoffs, and guide durable solutions, while engaging the right technical partners for detailed execution when appropriate.

• 5+ years in a customer-facing technical role, including experience with complex Enterprise customers, strategic accounts, or cross-functional technical initiatives.
• Experience owning complex customer work from discovery and planning through implementation and validation.
• Strong consultative skills and the ability to connect customer needs to practical technical solutions and business outcomes.
• Technical depth to diagnose integration, configuration, data, or workflow issues and guide durable resolutions.
• Strong communication, influence, and project leadership skills, including managing expectations, risks, dependencies, and accountability across teams.
• The ability to learn new technologies and customer environments quickly and turn that learning into better recommendations, processes, and team practices.

Preferred Qualifications

• Experience with healthcare technology, EHRs, scheduling systems, or complex integrations.
• Working knowledge of APIs, data flows, network behavior, and technical configurations.
• Familiarity with tools such as Jira, Confluence, Postman, Salesforce, or similar platforms.
• Relevant degree, certifications, or equivalent professional experience.