Senior Technical Account Specialist

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. 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™. 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. To learn more about Zenoti visit: https://www.zenoti.com Job Description: Senior Technical Account Specialist Location: Hyderabad, India Department: Global Support Reports To: Manager/Senior Manager, Technical Accounts Travel: Up to 10% (as required) About the Role 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. As a TAM, 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 & Knowled