Technical Account Manager, Zephr

Role : Technical Account Manager, Zephr Location, Sofia, Bulgaria / Italy – Bari or Naples Company Overview At Zuora, we do Modern Business. We help companies subscribe to new ways of doing business that are better for people, companies, and ultimately the planet. Through our leading expertise and multi-product suite, including Zuora Billing, Revenue, Collect, and Zephr, we help the world’s most innovative companies monetize new business models, nurture subscriber relationships, and optimize digital experiences. Zephr, Zuora’s subscription experience platform, helps digital businesses create, personalize, and monetize subscriber journeys across websites, apps, identity flows, paywalls, and connected commerce experiences. The Team & Role We are looking for a Technical Account Manager, Zephr to join our Technical Account Management team. As a Senior Zephr TAM, you will act as a trusted technical advisor to strategic customers using Zephr to power digital subscription, registration, identity, entitlement, and paywall experiences. You will provide ongoing architecture guidance, best-practice recommendations, technical design reviews, and proactive advisory support to help customers increase value from their Zephr investment. This is a senior, customer-facing role for someone who can combine deep Zephr product expertise, strong web technology knowledge, and commercial awareness. You will work with customer product, marketing, engineering, architecture, and operations teams to understand business objectives, assess technical design choices, identify risks, and recommend scalable paths forward. You will also partner closely with Zuora Customer Success, Support, Product, Engineering, and Professional Services teams to ensure customers receive coordinated guidance and clear next steps. This is a Sofia-based role with flexible work arrangements. The role requires availability across EMEA business hours and regular overlap with US-based stakeholders, customers, and internal teams. What you’ll do • Serve as the senior technical advisor for Zephr customers, helping them optimize their implementation and align Zephr capabilities to business goals. • Lead regular customer office hours, technical reviews, design discussions, roadmap alignment sessions, and executive-friendly technical readouts. • Advise customers on Zephr architecture, configuration, identity flows, access rules, paywalls, registration journeys, personalization, and integrations. • Review customer designs and implementation approaches to identify scalability, maintainability, performance, or operational risks. • Guide customers on adoption of new Zephr and Billing capabilities that improve digital subscription growth, operational efficiency, and subscriber experience. • Maintain or guide the creation of architecture documentation, implementation notes, runbooks, and technical decision records. • Support troubleshooting of complex customer issues involving Zephr configuration, integrations, browser behavior, APIs, webhooks, and data flows. • Partner with Support and Product teams to provide customer context, escalate issues appropriately, and advocate for product improvements. • Translate customer business priorities into practical technical recommendations and phased action plans. • Mentor and support internal teams by sharing Zephr best practices, reusable guidance, and customer implementation patterns. Your experience • 5+ years of experience in Technical Account Management, Solution Consulting, Technical Consulting, Solution Architecture, or a similar customer-facing technical role. • Hands-on experience with Zephr preferred, including customer implementations, configuration, integrations, or ongoing technical advisory. • Strong experience working with enterprise SaaS customers, ideally in digital subscriptions, media, publishing, e-commerce, identity, martech, or customer engagement platforms. • Solid understanding of modern web technologies, including JavaScript, HTML, REST APIs, JSON, webhooks, and browser-based application behavior. • Familiarity with technologies commonly used in Zephr ecosystems, such as CMS platforms, CDNs, CDPs, identity providers, React, GraphQL, and tag management tools. • Ability to analyze customer requirements, separate critical needs from nice-to-haves, and recommend practical technical designs. • Experience facilitating technical workshops, design reviews, customer training, and senior stakeholder readouts. • Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and business stakeholders. • Ability to manage multiple strategic customers and priorities while maintaining clear ownership, follow-through, and documentation. • Experience working across EMEA and US time zones. • Experience with Zuora Billing, subscription monetization, entitlement management, or quote-to-cash processes is a plus. • Media, publishing, or digital subscription industry experience is a strong plus. What success looks like • Customers view you as a trusted senior advisor for Zephr architecture, adoption, and optimization. • Customer teams have clearer architecture, stronger documentation, and fewer avoidable implementation risks. • Customers adopt relevant Zephr and Zuora capabilities with confidence. • Complex customer issues are better contextualized, prioritized, and coordinated across Zuora teams. • Product and Support teams receive actionable customer feedback grounded in real implementation needs. • Zephr customers see stronger value realization from their ongoing partnership with Zuora. #ZEOLife at Zuora As an industry pioneer, our work is constantly evolving and challenging us in new ways. Our people, whom we call ZEOs, are empowered to take ownership and make a bigger impact. We collaborate deeply, exchange ideas openly, and together we make what’s next possible for our customers, community, and the world. Bulgaria Benefits • Supplemental Medical Insurance • Life and Accidental Death Insurance • Food Vouchers • MultiSport Card Location & Work Arrangements Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. For this role, the successful candidate will be based in Bulgaria and able to support EMEA business hours with regular overlap for US-based stakeholders, customers, and internal teams. Our Commitment to an Inclusive Workplace Think, be, and do you. At Zuora, different perspectives, experiences, and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.