Technical Account Manager, Zephr

About the role

Join the Technical Account Management team at Zuora as a senior technical advisor focused on supporting strategic customers who utilize Zephr. In this role, you will serve as the primary technical point of contact for clients, helping them optimize their digital subscription, registration, and identity management experiences. Your responsibilities will include providing architectural guidance, best practices, and proactive support to ensure customers maximize the value they derive from Zephr. You will work closely with clients to understand their technical needs, troubleshoot complex issues, and facilitate the adoption of new features and integrations. This position offers an excellent opportunity to influence customer success, share your technical expertise, and collaborate with cross-functional teams to improve product offerings.

Key facts

What you'll do

• Serve as the main technical advisor for Zephr customers, understanding their business objectives and aligning them with product capabilities.
• Conduct regular customer office hours, technical reviews, and design discussions to ensure ongoing success and satisfaction.
• Provide expert guidance on Zephr architecture, including configuration, identity flows, access rules, and integrations with other systems.
• Review customer designs and implementations to identify potential scalability, maintainability, or performance risks, and recommend improvements.
• Support customers in adopting new Zephr features and Billing functionalities to enhance their digital subscription offerings and operational efficiency.
• Develop and maintain technical documentation such as architecture notes, runbooks, and best practice guides to assist customers and internal teams.
• Troubleshoot and resolve complex technical issues related to Zephr configuration, APIs, and integrations, ensuring minimal disruption to customer operations.
• Collaborate with Support and Product teams to escalate and resolve issues, and advocate for product enhancements based on customer feedback.
• Translate customer business needs into clear, actionable technical recommendations and phased implementation plans.
• Mentor internal teams by sharing Zephr best practices, implementation patterns, and technical insights to improve overall team knowledge.
• Assist in onboarding new customers by providing technical onboarding support and guidance on Zephr deployment.
• Participate in customer meetings to discuss technical progress, challenges, and future planning.
• Stay updated on Zephr product updates, industry trends, and emerging technologies relevant to customer solutions.
• Contribute to continuous improvement initiatives within the Technical Account Management team to enhance service quality and efficiency.
• Support pre-sales activities by providing technical expertise during customer evaluations and proof-of-concept demonstrations.
• Foster strong relationships with customers, acting as a trusted technical partner throughout their journey with Zephr.
• Collaborate with cross-functional teams to ensure customer feedback influences product development and roadmap planning.
• Maintain detailed records of customer interactions, technical issues, and resolutions in CRM or support systems.
• Ensure compliance with company policies, security standards, and industry regulations during all customer engagements.

Requirements

• A minimum of 5 years of experience in Technical Account Management, Solution Consulting, or a similar client-facing technical role.
• Proven experience working with Zephr, including implementations, configurations, or ongoing technical advisory responsibilities.
• Strong background working with enterprise SaaS customers, especially in sectors such as digital subscriptions, media, publishing, or e-commerce.
• Deep understanding of modern web technologies, including JavaScript, HTML, REST APIs, JSON, and webhooks.
• Demonstrated ability to analyze customer requirements and design practical, scalable technical solutions.
• Experience facilitating technical workshops, design reviews, and stakeholder presentations.
• Excellent written and verbal communication skills, capable of explaining complex technical concepts to diverse audiences.
• Ability to manage multiple strategic customer accounts simultaneously while prioritizing tasks effectively.
• Experience working across different time zones, particularly EMEA and US, to coordinate support and meetings.
• Strong problem-solving skills, with a focus on troubleshooting and resolving complex technical issues.
• Familiarity with SaaS architectures, cloud platforms, and API integrations.
• Ability to work independently and collaboratively within a team environment.
• Customer-focused mindset with a proactive approach to support and problem resolution.
• Knowledge of ITAR regulations is a plus, although not mandatory.
• Willingness to participate in occasional travel or extended hours if required for customer support.

Nice to have

• Familiarity with technologies commonly used in Zephr ecosystems, such as CMS platforms, CDNs, CDPs, identity providers, React, GraphQL, and tag management tools.
• Experience with Zuora Billing, subscription monetization, or quote-to-cash processes.
• Industry experience in media, publishing, or digital subscription services.
• Knowledge of security standards and compliance requirements relevant to SaaS solutions.
• Previous experience working in a fast-paced, customer-centric environment.
• Understanding of cloud infrastructure and deployment models.

Skills & tools

• Zephr platform
• JavaScript
• HTML
• REST APIs
• JSON
• Webhooks
• CMS platforms
• CDNs
• CDPs
• Identity providers
• React
• GraphQL
• Tag management tools

Practical notes

This position requires availability during EMEA business hours, with regular overlap to support US-based stakeholders. The role is on-site in Sofia, Bulgaria, and involves direct interaction with customers and internal teams. Benefits include supplemental medical insurance, life and accidental death insurance, food vouchers, and a MultiSport card. Candidates should be prepared to engage in occasional travel or extended hours to meet customer needs and support global teams. The role emphasizes proactive communication, technical excellence, and customer-centric support to ensure successful implementation and ongoing satisfaction with Zephr solutions.